"Honest Sign" automates contact center using AI

2025: Introduction of speech analytics in "Honest Zznak"

Honest Sign introduced speech analytics and a voice robot based on AI solutions from BSS. Integration was provided by ITFB Group. The project has become part of a large-scale initiative to improve the efficiency of customer service. BSS announced this on November 13, 2025.

The Honest Sign contact center processes up to 7.5 thousand requests every day from turnover participants, business representatives and users of the mobile application, the audience of which exceeds 3 million people. Support covers more than 30 product groups and requires high accuracy, quick response and taking into account current regulatory requirements. Taking into account the increase in load and complexity of requests, the customer set the goal not only to scale support, but to build a truly intelligent and managed service.

During the project, speech solutions based on artificial intelligence (AI) from BSS, a speech analytics and voice robot, were introduced. Speech analytics analyzes 100% of calls by a variety of parameters: determines the topic of calls, fixes lexical markers, expressions of dissatisfaction, estimates the emotional background and duration of conversations. This made it possible to automate thematization, simplify the selection of calls for quality control and increase the transparency of client dialogues. The quality control service has become faster to identify problem areas, scale successful practices and build feedback with operators based on objective data. The post-processing time for complex calls was reduced by 7-15 minutes, and the average call duration was reduced to 8 minutes. The quality of operators' speech technology has been improved: the share of dialogues with parasitic words has decreased 6 times, and the everyday form of communication has been completely eliminated. One of the key results was the First Call Resolution (FCR) indicator - it exceeded 80%. Speech analytics has reduced the routine workload of controllers by increasing their performance by 20%. Improved data quality, standardized processes inside the call center with the ability to point adapt scenarios without improving the IT infrastructure.

The voice robot automates the processing of incoming and outgoing calls. It clarifies the purpose of the appeal, collects data and transmits already structured information to the operator, and if necessary, creates a new client card in CRM. A scenario of automatic calling of pharmacies was also implemented to obtain up-to-date information on the presence of vital drugs.

The project was implemented within five months. The integration of the solutions was carried out by ITFB Group. The team organized end-to-end data exchange between analytics, voice robot, CRM and knowledge base, ensuring seamless integration of new AI solutions into the current IT infrastructure. ASR, NER, NLU and Dialog Composer architecture were used as the technological basis, providing scalability and the ability to further increase functionality.

For us, client service is not just a support channel, but a key element of the Honest Sign digital ecosystem. We consistently implement technologies to make interaction with the system as convenient, transparent and efficient as possible. The project to introduce voice analytics and a voice robot has become an important stage in this strategy, and we implemented it together with the technological partner ITFB Group and the solution developer - BSS. This approach allows us to create a service that hears the client and deeply understands his requests, - said Ilya Groznov, head of the client service of the national marking system "Honest Sign."

ITFB Group has many years of experience in developing and implementing CRM and BPM systems, and in the Fair Sign project we act not only as an integrator, but also as a contact center developer. This gives us a deep understanding of internal processes and allows us to effectively select and implement the best technological solutions - such as speech analytics and voice robots. We are sure: only such a comprehensive examination allows us to truly reveal the potential of AI in customer service and make the contact center a growth point, and not an overload point, "said Alexey Kirpikov, Commercial Director of ITFB Group.

This project is an example of how AI-based speech solutions can transform a client service. Our products helped to create not just an automated, but a learning system. "Honest Sign" now not only responds quickly to requests, but also predicts them, which is especially important in conditions of high regulatory load, - commented Alexander Krushinsky, director of the voice digital technologies department at BSS.

In the future, the platform will expand: the project architecture provides for the connection of a virtual simulator and generative AI modules from BSS. Already in November 2025, "Honest Sign" received a tool that not only records the quality of interaction, but allows you to manage it at a new level.