The Дом.РФ Consulting Center has implemented the Naumen Conversation Intelligence voice analytics system

2025: Implementation of Naumen Conversation Intelligence

Consultation Centre ДОМ.РФ, a single service of information support for citizens on housing issues, introduced a voice analytics system Naumen Conversation Intelligence (CI) to automate quality control and search for best practices in the client service. Thanks to the launch of the system, 11% of customers contact center requesting the status of an application are instantly received information without transferring to the operator, and in 17% of requests they resolve the issue faster by simplifying navigation and changing operator instructions. This was Naumen announced on June 10, 2025.

The operators of the ДОМ.РФ consulting center process more than 50 thousand requests for mortgages, state support programs, purchases, rentals and other housing issues received by the hotline, chats and e-mail of the center every month. The initial tasks in the implementation were to automate quality control in the contact center and build a communication analysis system in all channels in the "one window" format.

To automate quality control, Naumen CI uses semantic ML models - the system allows you to flexibly configure auto-assessment checklists for key events in the dialogue in the operator and client channel - negative, often repeated phrases, processing objections by the operator, etc. This reduces the time spent analyzing dialogs and frees up the resources of quality managers in favor of business tasks.

For a comprehensive study of the client path, Naumen CI speech analytics expands the analysis field - except for all voice and text communications, the system also includes CSI estimates, feedback to operators from customers and data from the CRM system. The seamless integration of Naumen CI and the Naumen Contact Center platform helps to accumulate big call data - and not only the audio recordings themselves, but also all call parameters enter the system, which makes it possible to take into account the maximum number of factors in the analysis.

As a result, the processing of 11% of incoming calls by application status was automated by transferring the client to the interactive voice menu - clients of the consulting center ДОМ.РФ now receive status information faster. In 10% of incoming traffic, it was possible to optimize the client path by identifying topics on which operators do not advise on their own.

Based on traffic analysis using Naumen CI, the company adjusted routing for 7% of calls that came to the contact center, but were originally addressed to other units. Also, with the help of voice analytics, it was possible to identify and exclude 0.5% of voice bots calls to the CC from traffic. This reduced average message processing time (AHT) and increased customer satisfaction with service quality (CSI).

During the analysis, it was possible to identify additional growth zones and use these insights to improve customer service. Including to identify the reasons for repeated calls and reduce Contact Rate due to proactive work by clients, for example, by informing them on other resources, removing their possible questions before calling the contact center.

We believe in transforming the role of speech analytics - from an operational tool to a strategic CX partner for business. The NCI team continues to develop the product and technologies at its core - including new LLM-based functionality - that bring this transformation closer, said Anton Buchenkov, head of speech analytics at Naumen CI.

Speech analytics is a tool that allows you not only to hear the client, but also to quickly respond to his needs. The implementation of the proposed improvements will help us improve the quality of service, reduce inappropriate traffic and strengthen confidence in the service, noted Elena Soromotina, Head of the Consulting Center ДОМ.РФ.