BSS: Bot Inspector

Main article: RPA (Robotic process automation)

2024: Creation of an inspector bot

BSS has created an inspector bot that monitors the operation of virtual assistants. The company announced this on December 17, 2024.

The control system developed by BSS is a bot that simulates the actions of real users and checks the performance of the voice assistant. This helps to monitor problems in real time and quickly inform the responsible persons.

In the context of the rapid digitalization of customer service using robots, ensuring their uninterrupted and high-quality work is an important priority. BSS has introduced a solution that allows you to automate the control of the voice assistant or chatbot in real time. The system is already used in one of the largest banks in the Russian Federation to monitor a virtual assistant.

The solution is based on a bot that simulates user actions. Following the test scenarios embedded in it, it checks the availability of the virtual assistant, the speed of its responses and the correspondence of answers to the prescribed service scripts. If deviations are detected, the bot automatically sends alert reports to the responsible employees.

The approach allows you not only to timely identify and eliminate possible problems in the work of the virtual assistant, but also provides a high level of client experience due to the uninterrupted operation of the virtual assistant.

With the increase in the percentage of automation, the number of users accessing the virtual assistant is also growing. Accordingly, the criticality of the inaccessibility of the service also increases. Our solution provides round-the-clock monitoring, allows you to quickly identify problems and take measures to eliminate them, - commented Alexander Krushinsky, Director of the Voice Digital Technologies Department of BSS.