ER-Telecom implements artificial intelligence

2020: The beginning of creation of the platform based on Artificial Intelligence

On November 5, 2020 announced JSC ER-Telecom Holding (TM "Дом.ru" and "Дом.ru Business") the beginning of creation of the platform based on the Artificial Intelligence (AI) which is based on own development of the company - semantic network of the last generation. The solution will allow provider to bring customer service quality to qualitatively other level.

The solution is the self-training network decentralized to "sense-to-sense" (sense-to-sense network) based on the concept of neuro and amorphous architecture. Key characteristics of this network is the opportunity for work with meanings of the used verbal objects of the different nature. A "smart" system analyzes a semantic sheaf between words, phrases, offers of all speech material and builds logical relationships inside.

So, for example, the platform is capable to analyze each scenario of the previous talk of those clients who as a result of communication with the manager selected for themselves more high-speed and expensive rate. And to develop scenarios when AI at communication with the client already itself offers certain questions and subjects for discussion which led to such solution for further communication. At the same time, having data access on the client, a system will analyze also his "portrait", offering some categories of clients a discount, to others deferred payment, the third – a standard rate, etc.

In difference from the analogs existing in the market, the AI platform ER-Telecom will use as basic unit – "sense" of an object, but not number, and knowledge in it is dynamic, but not static. It means that the system offered by us is "deeper" solution capable to self-training, the analysis of big layer of data, - Igor Mikhaylovsky, the head of project office "Artificial intelligence" tells.

A system supports permanent dialog (the analysis of told) with the user in the course of all time of its work. The user, in turn, can always pass into the mode "incognito".

Before offering a product to the market, the solution is going to be integrated in business processes of ER-Telecom Holding. First of all the platform will be tested in own contact center of the company. A system will process incoming calls of zero and first lines and also to ring round clients for the purpose of primary selection interested in services. The purpose of implementing solution AI – to improve customer service quality, to increase efficiency of calls by 90%, due to creation of interactive, omnikalny voice customer interaction without participation of employees, a possibility of formation of personal service. Replacement of the operator person will allow to increase the answer speed, quality of the queried information.

Further the single decentralized network is going to be used for the IoT-direction of the company.