In Mosenergosbyt, 60% of dialogues with customers are conducted by intellectual bots from Naumen

2023: Introduction of intelligent assistants in text and voice channels of communication with consumers

Mosenergosbyt has introduced in text and voice channels communications with consumers of intelligent assistants developed on the Russian platform Naumen Erudite. Also, with the help of Naumen technologies, the organization has updated the collector robot, launched in 2018 to call customers with debts. Bots automated the service of 91% of chats with customers and 40% of calls, in turn, the robot collector now independently processes 41% of calls to debtor customers. Naumen announced this on September 5, 2023.

Chatbot and voice assistant in Mosenergosbyt provide client support on a number of issues: payment for electricity, calling services and specialists, finding contacts, working in your personal account, concluding contracts and others. Integrations with internal systems allow robots to take meter readings without involving an operator, report the current state of the balance sheet, make changes to client data or issue benefits. In text channels (chats on the site, in the mobile application, Telegram, Vkontakte and Yandex Alice), the bot serves clients in 182 scenarios, while highlighting 202 topics, in the "voice" - in 80 scenarios within 89 topics. Automation of processing of incoming requests helped the company speed up service, stop the growth of the operator staff and reduce operating costs: thanks to the introduction of bots only as part of the collection of meter readings, Mosenergosbyt annually saves up to 31 million rubles, since it attracts 63 less contact center specialists to the task.

The bot collector calls the base of Mosenergosbyt debtors to remind about the debt, update the status of the debt and record the reason for non-payment for further work with the client. The robot solves debt-related issues in 16 scenarios and 24 topics, for example, advises on how to arrange an installment plan. Integration with internal systems, in particular the Smart Database, allows the collector bot to handle direct and hidden settlement objections based on consumer information. So, the robot can explain to the client the origin of the debt - the phased accumulation of debt up to the current moment. Collector automation helped the company set up monthly informing consumers about existing debts for housing and communal services. Systematic calling of debtors without the help of a robot only by the forces of regular operators would be impossible.

The launch of AI assistants in voice and text channels is one of the stages of modernization of the software complex of the Mosenergosbyt contact center. Thanks to the automation of client service, we reduced the waiting time on the line even on peak days of reading transmission, and also provided the client with the opportunity to communicate with the company in convenient channels for him. All this contributes to the acceleration of consultations in general, since robots can simultaneously work with a large number of dialogues and thereby free up the time of operators to work out more complex requests, said Anton Sunkin, head of the joint contact center of Mosenergosbyt.

Mosenergosbyt, in partnership with Naumen, systematically approached the automation of remote client service. The company began robotizing by introducing a bot to take meter readings in 2014, and has now launched smart assistants on incoming and outgoing lines in text and voice. Consistent work on improving consumer service by phone and in chats allowed the company to get an effective and convenient remote service for customers, - said Sergei Popov, Director of the Department of Contact Centers and Robotic Systems at Naumen.

Earlier, Mosenergosbyt's bot assistant, created on the Naumen Erudite platform, learned to take meter readings through Yandex Alice.