SDEK chatbot

Main article: Chat-bots Virtual interlocutors

2021

Number of chat bots for Viber - over 2.8 million

On June 22, 2021, SDEK announced that it had increased the share of appeals processed by artificial intelligence to 60-75% of all written appeals by customers.

According to the company, from March to May 2021, the number of sessions (cycles of turning to the bot for six hours) of the Megamozg smart chat bot, together with the SDEK button bot, almost doubled - from 26 to 46 thousand per month. According to Flomni, a bot developer, in the future this share may grow to 90%.

For many customer questions, it is no longer necessary to wait for the response of the contact center operator. And you can write your question in any wording, the neural network will understand everything. - comments Sergey Perevalkin, Director of Business Development of Flomni.

{{quote'The implementation of Megamozg on average increases service automation by 30-40% compared to button chat bots. This helps offload call center operators and other employees. According to our calculations, the bot "takes" from them about 40 thousand dialogues per month. This is about 500 thousand rubles of savings, "said Olga Treasuryeva, project manager for the SDEK commercial service. }}

Our main goal at that time was to avoid waiting for the operator to answer in the queue during rush hours. We analyzed the appeals, determined the most frequent and began training the bot, "comments Olga Treasuryeva.

Bot training is not too labor-intensive and complex. But the bot always needs to be tuned - supplemented, topics changed, existing branches developed. Therefore, despite the fact that our bot already knows a lot, there is still a lot of work ahead, "says the representative of the SDEC.

In addition to significantly reducing the number of questions answered by operators, we manage to keep the quality of consultations high. After the dialogue, the client can evaluate the operation of the bot as desired. In 2021, the average estimate of the bot's work is 4.67 out of a possible 5, "adds Olga Treasurer.

The number of chat bots for Viber - over 2.5 million

As of April 28, 2021, the audience Chat Bots for Viber more than 2.5 million users. The chatbot functionality is designed and maintained by the service.provider Flomni

2020: Launch of the Megamozg smart service

On October 19, 2020, it became known that the specialists of the international courier company SDEK are preparing to launch the Megamozg smart service for their chat bot in Viber. The bot in one of the messengers will receive artificial intelligence, which will allow it to independently analyze the text of messages from users and issue answers suitable in meaning. The developer of the service was Flomni.

SDEK chat bot in Viber received Megamozg

As explained, the Megamozg algorithms will cope with any word order and recognize typos, so that the company's customers will be able to ask bot questions in free form directly in the messenger. If a specialist is required to solve the problem, the call will be redirected to a single window for processing by the operator.

As of October 2020, more than 2 million people signed up for the company's chat bot in Viber, and every month almost half of all orders received by SDEK fall on this tool. The bot approves the delivery dates and selects the point of issue of orders. Thus, SDEK reduces the load on operators by almost 50%. This means that customers can quickly solve an ordinary problem and get an answer to an important question twice as quickly.

With the development of modern technologies, our life becomes much more convenient. What it used to take an hour for October 2020 is decided in a matter of seconds. Chatbot is one of the tools that help speed up various business processes, and bot SDEK is a confirmation of this. noted Anna Migal, Senior Director for Business Development RakutenViber

People send parcels and want them to get to the address on time and in full safety. Our IT department, when creating a chatbot, tried to take into account the maximum number of ordinary questions that customers have. Thus, our Megamozg can independently process appeals. told Anna Iospa, head of PR and advertising at SDEK

As of October 2020, the bot invites the recipient to choose a convenient date, delivery time and a suitable point of delivery, as well as, if necessary, change the delivery address or order an operator call. In the future, thanks to Megamozg, this functionality will be expanded. In addition, smart bots will process other customer issues formulated by free text. For example: "when they bring my order," "what kind of courier's phone" and so on. Requests requiring an individual human approach will be escalated into the omnichannel platform FlomniDialogs.