Krok introduced robotic support in the 585 Golden client service

2021: Implementation of an automated system based on machine learning

On June 30, 2021, IT company Krok announced the introduction of an automated system based on machine learning in the client service of the federal jewelry network "585 * GOLD." As a solution, a platform for robotizing communications based on the neural network core AutoFAQ was used. Thanks to the installation of a single omnichannel solution with artificial intelligence and request filtering mechanisms, the jewelry network managed to quadruple the speed of answering user questions, process twice as many calls without expanding staff, and also increase customer loyalty.

Now, more than 85% requests from buyers of the 585 * GOLD jewelry chain are processed in just 15 minutes by robotizing support services. Thanks to information noise filtering technology and the introduction of knowledge bases capable of finding answers to typical user questions, the response time to customer requests does not exceed one minute, which is especially relevant on peak holidays and weekends.

More than 20 groups on social networks, three widgets, a Telegram bot and e-mail were connected to the omnichannel platform - this allowed, on the basis of the work of operators, to "train" the knowledge base of artificial intelligence so that it would independently conduct a dialogue with the client. On mass mailing days, on social networks, AI closes up to 90% of requests in all digital channels of the jewelry network.

Receiving messages from users through e-mail, instant messengers and social networks, artificial intelligence classifies questions into meaningful and content-free. For example, if the client sent a emoticon or left a mark on participation in marketing activity, the robot will give an appropriate reaction, keep the dialogue in history, but will not attract a technical support specialist. In the case of sending a specific question, the platform provides an answer or calls a certain decision scenario, for example, authorizes the user and informs him of the remaining bonus points or collateral tickets. The robot can advise users on the cost of goods, loyalty programs, and also support in the formation of an order on the site.

{{quote 'The total number of our subscribers exceeds 4.4 million people. We predict that by the end of 2021 we will reach 5 million. Every month we receive more than 30 thousand meaningful requests in text channels, and we cannot keep a single client waiting. The AutoFAQ solution helps to quickly close most of the incoming requests, without increasing the staff of the client service, "commented Alexei Feliksov, general director of the 585 * GOLD federal franchise network. }}

On social networks, a certain tone of voice is installed for different accounts of the 585 * GOLD network. For example, in the brand's image page, the bot will write "Hello," and in the account about children's jewelry "Hello." If the bot for some reason cannot answer the question, then it will transfer the request to the operator. The specialist can provide a response on his own or select a ready-made hint from the knowledge base. This solution not only reduced the speed of answering user questions, but also eliminated the problem of "message loss" - now not a single request received by the support service of the jewelry network will remain unanswered.