| Customers: PJSC VimpelCom
Contractors: Center of Speech Technologies (CST) Product: CST: VoiceNavigatorНа базе: Avaya Voice Portal Project date: 2017/01 - 2017/03
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PJSC VimpelCom (a brand Beeline) announced in April, 2017 start of the dialogue assistant (the chat-bot with advanced functionality) on the basis of artificial intelligence for the automated customer service. The chat-bot already helps clients to obtain information on rates and services on the website beeline.ru and in the My Beeline application. And in contact center the system of interactive voice interaction (IVR — Interactive Voice Response) based on technologies of synthesis and speech recognition from CST will appear soon.
The intellectual digital ChatNavigator and VoiceNavigator platforms developed in CST were selected based on tender Beeline and a pilot project. Testing within three months showed good results: on the website Beeline processing of 58% of addresses was automated that allowed to lower load of operators of 30%.
Solutions are integrated in information systems Beeline that allows to support a dialog context, and in case of a lack of data or on demand, to transfer to operators of customer support centers. Thanks to artificial intelligence technologies (AI — Artificial Intelligence) and understanding of the natural speech (NLP — Natural Language Processing), the chat-bot defines the reason of the address and provides necessary information within several seconds.
The solution is implemented on machine learning technology (Machine Learning) and automatically improves possibilities of the chat-bot. Besides, it is possible to add in the manual mode new scenarios of dialogs and answers for improvement of quality of work of the chat-bot.
In plans to train the chat-bot to the level of the full-fledged virtual assistant using which it will be possible to find information on conditions of a rate, the connected services, balance of the personal account, to manage the selected services and a rate and also to get technical support. For personal data protection of the client at remote service solutions of CST in the field of voice and video biometrics are also provided.
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