Vocamate AI AI assistants help process more than 440,000 calls a year in Quadra

2025: Vocamate AI Rollout

Prof IT"" implemented virtual assistants Vocamate AI and AI automated a number of customer interaction processes in "." To quadra Prof IT announced this on March 24, 2025.

Quadra JSC is one of the Russian generating companies that provides 25% of the Central Federal District's thermal energy needs.

Prof IT has developed a number of robotic services for Quadra that accept readings from metering devices, route 24/7 calls, and inform residents about heat and hot water outages.

The reading service handles 98% of calls and provides reliable operation even under peak loads. Over the past year, robots have received 350 thousand calls. The transmission of readings has become more comfortable for customers - the problem of waiting on the line has been completely eliminated.

The service for informing the population about heat and hot water outages has also demonstrated its effectiveness. In the event of interruptions, robots receive customer calls, specify the address, check information and tell customers when the feed will be restored. In 2023, Quadra operators worked 11.4 thousand such calls. In 2024, the number of requests increased by more than 600%, and robots processed 83 thousand requests. At the same time, the staff did not increase.

A service for receiving and dispatching calls and providing answers to frequently asked questions has also been deployed. For example, one of the most common questions for residents is to clarify the amount of debt. Robots are integrated with information systems and quickly provide customers with up-to-date information about the amount of debt. In 2024, almost 10 thousand requests were processed.

Virtual assistants have been successfully implemented in eight cities of our presence. We focused on customer requests that faced difficulties in obtaining information about outages - for this they had to call only during working hours. The introduction of robots not only unloaded employees, but also significantly increased the quality of customer service, providing access to information in 24/7 mode, "said Polina Blokhina, director of the Client Service Development project office.