T2 abandoned IVR and transferred calls to an interactive AI-based assistant

2025: Translating calls to an AI-based interactive assistant

T2 abandoned the interactive voice menu (IVR) in favor of a service voice assistant. It is powered by its own dialogue system, T2, which also manages Mia's chatbot on the mobile app and website. As of June 2025, it is scaled for call service in all T2 regions. An AI-based voice assistant halves the average resolution time. The company announced this on June 30, 2025.

The bot recognizes speech, so the client can immediately voice the topic of the appeal to him, instead of listening to a multi-level voice menu and finding the desired topic in IVR. Compared to traditional DIVR (dynamic interactive voice response), the level of client satisfaction from consultations in conversation mode increased by 5 pp, and the percentage of automation - by 4 pp. The growth of these metrics suggests that the voice assistant copes with tasks faster and more accurately, saving subscribers time. Over five years, the share of automated solutions in the perimeter of remote service increased by 18%, which made it possible to reduce the processing time of requests, redistribute the load on operators and improve the quality of service. The customer satisfaction index (CSI) increased by 34% during this period.

The AI assistant knows more than five thousand topics and 30 variations of questions at the junction of T2 and partner integrations. For example, when a case affects services outside the company's perimeter, the bot helps you navigate the client path and get a solution.

Шаблон:Quote 'author=said Elena Yurina, director of remote service T2.