Dialog assistant of the project "Finuslugi" "Moscow Exchange" automated more than 60% of customer requests

2023: Dialog Assistant Development

The Speech Technology Cent er Group, together with the project of the Financial Services of the Moscow Exchange, has developed a dialogue assistant to optimize customer experience. The CST was announced on February 7, 2024. The dialog assistant is available by phone, website, personal account, mobile application.

Advises clients on five key topics: OSAGO, deposits, people's bonds, personal account, the work of the personal finance platform, and, in accordance with the "careful" automation approach, implements a comfortable scenario for transferring a client from a robot to an operator. Already at the first stage of the project, about 60% of calls were automated in the text channel, 42% by phone.

Шаблон:Quote 'author = said Igor Alutin, Managing Director of the project of the Moscow Exchange Financial Services.

{{quote 'author = noted Dmitry Dyrmovsky, CEO of the CST Group of Companies.|To determine the topic of the client's appeal in the CST dialogue platform, a flexible approach is used that combines algorithmic machine learning and rules. Such a hybrid classifier allows you to determine the client's intention with higher accuracy compared to systems that use only machine learning or only rules. As a result, the client receives the most useful advice. We also provided the Moscow Exchange specialists with the opportunity to develop dialog assistant scripts both in a visual interface that is convenient for working with training examples and answer guides, and in a text editor that is comfortable for developing scripts of a more complex, advanced level. Thus, speech technologies provide convenience for the work of not only operators, but also developers, demonstrate economic efficiency, allow you to continuously improve customer experience, }}

Among the additional advantages of the CST platform is the identity of the editors' functionality. Specialists who are engaged in the development of the assistant can freely choose in which interface it is more convenient for them to implement this or that scenario function.

After raising the key rate, the load on the Finservag service tripled, from January to November 2023 the number of calls in the text channel increased by almost 300%, in the voice channel from May to November 2023 - by 213%. The dialog assistant helped answer a large share of case processing, scaled up with the growth of the flow of client communications. It included 280 unique stats (steps) in the assistant's script and 20,000 examples for his training. Among the top topics, the following were automated: OSAGO - 45 unique topics, contributions - 50 unique topics, the Financial Services personal finance platform - 20 unique topics, bonds for the population - 26 unique topics, personal account - 40 unique topics.

Previously, operators processed requests during working hours, the dialog assistant made it possible to bring the level of service for customers around the clock, significantly reduced the waiting time for a response and made available the service for users in different time zones. The introduction of the dialog assistant helped compensate for the load on operators: the time cost of routine work has decreased, now they can devote more time to solving complex client calls. At the same time, in scenarios involving the participation of the operator, the dialog assistant clarifies the primary information from the client and transmits it to the operator in the context of the dialogue. This allows you to reduce the number of routine operations on the operator's side and quickly move on to solving the client issue. The availability of the service, the opportunity to get advice anywhere and at any time significantly increased the conversion into the purchase or choice of service, positively affected the satisfaction and loyalty of customers.