Russian Post opened a customer experience laboratory in the Skolkovo technology park

2021: Opening in Technopark "Skolkovo" zone of testing innovative services for customers

Russian Post on December 7, 2021 announced the opening of a branch in the Skolkovo Technopark (Group ВЭБ.РФ), which will become a testing and piloting zone for innovative services for company customers.

The laboratory located inside the Technopark Skolkovo will operate in the format of an open area (sandbox). Technological, startups including, residents of Skolkovo will be able to offer pilot projects to the Post Office and implement their products business processes in the company. The format of the classic department will allow you to test solutions in real conditions. To propose a project, you need to contact the employees of the Directorate of Innovation of the Post Office. Russia

Inside the laboratory, an intelligent video analytics system is installed to compile heat maps and identify the most popular services. Voice analytics systems from one of the winners of the Skolkovo corporate accelerator and the Russian Post, Tell2Sell, were introduced at the operator's workplaces. They will help to find bottlenecks in communication with customers, improving conversational scripts, as well as optimize the service delivery process.

To create comfortable conditions for customers with special health opportunities, a Skolkovo resident device is installed in one of the windows, and the company "Sensor-those" is. " "Charlie This is a smart microphone and a hub that translates speech into text. A person with a violation sight and/or hearing reads it on the screen or perceives it using braille.

In a separate room there is a medical chair where customers can be examined and do an ECG. In the future, it will be replaced by a single medical diagnostic solution, for the development of which the Russian Post collaborates with the Skolkovo Center for Innovation and the Internet of Things in Healthcare.

Two "smart" mirrors are installed in the department, which in close to real time allow you to virtually try on and order clothes from partner online stores and marketplaces. For a real fitting of parcels there is a separate room with booths.

The department has post office zones, as well as a coffee shop with a self-service micromarket from the resident Skolkovo, the company RobyMarket. It allows you bank maps to buy food with one touch, drink coffee, going to the Post Office on the way.

"Mail is constantly working to make its services more accessible, faster, better and more comfortable for customers. For the laboratory, we plan to set a milestone when we will analyze each of the technologies and services - how much they help in achieving our strategic goal. I am sure that the most successful of them will appear in other branches throughout Russia, "said Maxim Akimov, general director of Russian Post JSC.