Voice Assistants (Robot Operators)

Main articles:

• Speech technology: from recognition to understanding
• Call Center - Purpose, Types and Tasks

2021

80% of Russians surveyed constantly communicate with voice assistants

The international technology developer voice artificial intelligence Neuro.net has studied which areas of life Russians are ready to entrust voice. More to robots than 1 thousand residents of millennial cities took part in the online study. RUSSIAN FEDERATION This became known on October 14, 2021.

According to the study, 80% of Russians surveyed constantly communicate with voice assistants. Moreover, women do this more often and willingly than men: 80.3% against 73.5%.

The most popular among respondents are voice assistants of gadgets Siri(,, and Alice Marusya others) - 79.8% of respondents interact with them. In second place in popularity are those robots call centers who respond on the support hotline. 34.3% of Russians communicate with such assistants on a regular basis.

The third place is occupied by voice assistants who sell services (a new tariff for a mobile operator, shares in the cabin, an insurance policy, and so on) - 27.3% of respondents often hear them. Another quarter (25.2%) are in contact with digital secretaries - robots who control calls on a mobile phone. Most often, Russians communicate with assistants who survey and monitor the quality of 17.5%.

The Russians also explained that they are ready to entrust robots: mainly these are repetitive typed actions. So, among the options:

• Technical support in simple cases (48.4%);
• Messaging (45.4%);
• Receiving information on the availability of goods at the point of sale and assistance in their location (41.3%);
• Collection of routine information (quality of service) (37.4%);
• Order execution/confirmation (34.5%);
• Obtaining information on the properties of a non-advertising product (29.1%);
• bankfinancial New/products (29.1%);
• Calling a doctor at home/seeing a doctor (19.4%).

In addition, 70.6% of Russians are ready to communicate with voice robots in the service sector - for example, when delivering food, writing to a hairdresser, booking tables, and so on. Of those who are not yet ready to automate this sphere of life, 43.4% will change their mind if the robot does not differ from a person in the timbre of voice and manner of communication.

But to give robots control of their finances (transactions on a bank account and their confirmation) so far according to less than half of respondents (46.3%). But if the robot is more human-like, a third of respondents (34.1%) who answered "no" agree to change their minds.

In the first half of the year, the number of calls using a voice robot amounted to 360 million

The number of calls that the business sends to customers with help voice robot has increased 8.5 times since 2019 and amounted to 360 million in the first half of 2021. At the same time, companies note an increase in the efficiency of such calls by 31% over the same period. This is stated in an analytical review prepared (AktivBiznesKonsalt part of the ecosystem), Sbera the results of which ABC shared on August 25, 2021.

In the first half of 2021, robot operators of ABK customers made about 360 million calls. In the first half of 2019, this volume amounted to 42 million, in 2020 - 144 million. Such growth in the ABC is associated with the coincidence of several factors:

• audience loyalty
  • The availability of voice assistants (in the consumer segment) and robot operators (in the business) form the habit of the audience to communicate with the digital voice.

• improvement of robot operation quality
  • If in 2019 the average duration of a conversation with a robot was 51 seconds, then in 2021 - already 35. This is due to the increase in the efficiency of technology: the robot better understands the interlocutor and quickly provides him with the necessary service.

• the rise of the digital services market against the backdrop of the pandemic
  • The orientation of users to receive services online or by calling provokes the business to either adapt or leave the market.

The ABC estimated that with an almost nine-fold increase in the number of calls from the robot over the past three years, the volume of dropped calls has not increased and is less than 6%. At the same time, there is a natural increase in the user base processed by robot operators: in the first half of 2021, ABK robots called 800 times more customers than in the same period of 2019; on average, more than 1 million people a day receive a call from a robot.

From 1937 to August 2021 in Russia, you can dial '100' from any phone - and hear a robotic female voice that will tell you the exact Moscow time, "said Dmitry Teplitsky, general director of ActivBusinessConsalt. "Millions of people turned to this voice, and he never disappointed anyone. For us, this is an ideal example of trust between a person and a robot in a handset: you call him with a specific request and get a clear answer.

It is worth noting that the range of business segments in which these technologies are in demand is becoming wider. Most often, robot operators are used as part of telemarketing, information, collection and banking; additional areas include surveys, training, and HR.

Robot operators are about digital transformation, about the optimization of resources - both financial and human. We see an increase in the volume of use of this technology in all areas: both in the quantitative data on the results of made calls, the expansion of use segments, an increase in the number of customers, and in quality - on the characteristics of the success of these calls. This leads to an increase in confidence in robot operators, a certain "habit" of their use, which confirms the prospects for the introduction of technology in many industries - says Dmitry Teplitsky.