AI began to process incoming calls to the Samolet Plus contact center

2025: Introduction of AI into the call center

Apartment Solutions Service Samolet Plus began to process incoming calls in the contact center using artificial intelligence. More than 1 million calls pass through the center per year, including more than 500 thousand incoming calls. The implemented system made it possible to automate about 40% of all calls and reduce the call time with the contact center by 2 times for the client. According to preliminary estimates, the introduction of AI will save the company about 30 million rubles in 2025. The company announced this on March 6, 2025.

The solution increased the efficiency of the contact center and made it possible to optimize the work. Previously, the operator processed calls from buyers in 1.5 minutes. Now the AI assistant answers some of the calls instead of the operator. It independently determines through SIP telephony the real estate object on which the client calls, records data in the CRM system and connects the client with the agent responsible for selling or renting a specific apartment, house or other object. Thanks to this, the client's conversation time with the contact center was reduced from 1.5 minutes to 45 seconds.

The pilot launch took place in January 2025, and in February the system was scaled to 550 offices of the Samolet Plus partner network. Work on the project took 8 months. During this time, an AI assistant was developed, and integration between it and the Topnlab CRM system was set up to automatically update client information. Topnlab is a CRM system in the field of real estate, it is used by agents Samolet Plus and other companies to maintain a database of objects and clients, work with documents, search for objects, analytics, etc. The AI assistant collects and organizes information according to the specified parameters and automatically enters data into CRM.

We strive to ensure that our customers can quickly and efficiently receive the necessary information at our 24-hour contact center at any time. Thanks to this solution, the speed of customer service has doubled. As the first results of the project showed, 85% of clients positively perceive communication with an AI assistant. The introduction of technologies that can speed up our work without loss of quality is especially important, since we expect that in 2025 the number of calls to the Samolet Plus contact center will grow by 15-30%, "said Olga Tsygankova, head of the Samolet Plus contact center.