AtomEnergoSales and Naumen have expanded the use of artificial intelligence in customer service

2022: Application of artificial intelligence in client service

Energy sales company AtomEnergoSales (part of the management loop of JSC Concern Rosenergoatom) and Naumen are modernizing the contact center based on the Naumen intelligent platform for managing customer experience. This was announced on August 16, 2022 by Naumen. Based on the results of the platform implementation, the company's customer support will seamlessly combine the work of operators and voice bots using uniform service scenarios, and the context of the client's request will be preserved and available at all stages of work.

With the help of the Naumen platform, AtomEnergoSales implements an integrated approach to automating remote service and managing the quality of customer experience and service automation. As a result of the project, the company's contact center will switch to a hybrid service model: the intelligent system will transfer each call for processing to the bot assistant or operator, relying on its topic and context of communication with the client. In this case, requests from all channels will be processed within one queue, and operators and bots will use the same service scenarios and knowledge base.

This service model makes the service more accessible to customers and increases the speed of consultations. Maintaining the quality of the service will help ensure flexible algorithms distribution of requests, seamless bot change by the operator and constant further training AI of assistants low-code in interfaces by contact center employees.

Artificial intelligence will be able to help in the work of the employees themselves. While servicing calls and customer chats, operators will receive prompts from a bot-prompter built into the workplace. With the help of boofler bots, the contact center will be able to both increase the speed of service and reduce the period of adaptation and training of novice operators.

The use of artificial intelligence technologies in client service is an important factor in the dynamic development of the company and increasing operational efficiency. Naumen creates advanced developments in this area, building on many years of experience in automating client service and constantly expanding the team to work with AI technologies. Cooperation with AtomEnergoSales will allow us to actively develop and improve our intelligent platform for managing customer experience and make high-quality client service more accessible to millions of customers, "said Sergei Popov, Head of the Department of Contact Centers and Robotic Systems Naumen.

Cooperation with Naumen and the introduction of an artificial intelligence system will allow our company to increase the number of processed calls received daily at the contact center. As a customer-centric company, we are constantly working to improve service standards and our digital services. And the products of the Russian developer Naumen help us in this, allowing us to communicate effectively, with a high level of security and information protection, with clients, "said Denis Tsvetkov, Deputy Director of the AtomEnergoSales Technical Development Branch (Smolensk).