TechnoNicole: AI assistant

The main articles are:

• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding
• Call Center: Purpose, Types, and Tasks
• Chatbots (Chat-bot) Virtual interlocutors

2024: AI Assistant Presentation

On October 22, 2024, TECHNONIKOL introduced a digital AI assistant that helps hotline operators advise customers on the range of materials, their technical properties, installation rules, etc. During the 17 months of operation of the digital assistant, operator productivity increased by 15 times, and the number of negative customer ratings decreased by 1.4 times.

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TechnoNICOL

The mechanics of the AI assistant are based on studying the dialogues of hotline operators with customers in a chat on the site and instant messengers. From May 2023 to February 2024, the authors of the project collected data, launched the voice analytics process, developed and launched a chat bot. The client asks a question in the chat, the AI assistant immediately finds the data and gives a hint to the operator who forms the final answer. As of October 2024, the AI assistant in 92% of cases gives the correct answers, in 6% - the correct, but incomplete, in 2%, the digital assistant does not have a source of response in the knowledge base.

Previously, if the operator did not have all the information to give a detailed answer, he had to call a technical specialist who could be at the facility on the road. As a result, the response time increased, and customer satisfaction decreased. Considering that there are eight thousand items in the TECHNONICOL range, it is really difficult for one operator to deeply master the data for each position. The AI assistant was a real breakthrough in the field of client consulting, - said Andrey Tsymbalyuk, project manager of the AI assistant TECHNONIKOL.

The next step in the development of the digital assistant will be its introduction into text communications, integration with the telephony system, the formation of a knowledge base right in the program and the launch of continuous training of the AI model. Thus, the artificial intelligence system will be introduced into the main communication channels of the business with the client, constant training will ensure high accuracy of answers, and therefore achieve an increase in consumer satisfaction.

According to the company, 43% of customers contact the hotline to purchase products in bulk or retail. This means that in the future, the AI assistant will be able to ensure sales growth.

Already in October 2024, using voice analytics, you can identify errors that lead to the loss of a client, determine growth points that allow you to increase the size of the average check, and assess the work of operators in terms of compliance with the regulations.

A feature of the TECHNONIKOL AI assistant was the opportunity to create a report "Insider Catcher," which collected data on key aspects of communication and customer needs.