For the "Tyumen Calculation and Information Center" developed a voice robot

2021: Voice Robot Implementation

JSC MTT"," 100% a subsidiary of PJSC MTS"" provider and intelligent solutions for business, on August 16, 2021 announced that together with JSC "" Tyumen Calculation and Information Center developed, voice robot which now processes more than 66% calls. Contact Center A robot named Jeanne, assembled on the platform, VoiceBox from MTT receives meter readings 24 hours a day seven days a week, and also helps to form monthly bills for subscribers.

Before automating the reception of user calls, the waiting time on the line could reach up to 1.5 hours. The voice assistant's response time is now less than one minute. The round-the-clock work of the robot allows you to accept all incoming calls, and employees were freed from the routine and began to pay more attention to the issues of customers who require an individual approach.

Tyumen Calculation and Information Center is another example of the work of a voice robot in the field of housing and communal services. We see that more and more companies from this industry have begun to introduce innovative solutions to improve customer service and increase employee efficiency. Robots are used to notify about accidents, repair work, receive applications for calling electricians, plumbers, confirm the arrival time of a specialist. There are a lot of scenario options, because voice robots can automate any routine operation, "says Ivan Artemyev, head of the MTT project management department.

We have been trying for several years to digitize the testimony, but for 20% of users the phone call remains the most convenient way. Together with MTT, we found a solution to how to unload contact center employees and automated this process with the help of a digital assistant, "says Alexei Koshelev, deputy general director of Tyumen Calculation and Information Center OJSC. - The robot works around the clock, and we noticed that after its introduction, the number of calls at night increased.

To guide the contact center, the digital assistant prepares a report that includes not only the number of calls processed, but also audio recordings of the conversation, a transcript, and also shows how successfully users go through all stages of the conversation, which allows you to edit the script and improve the quality of service.

The VoiceBox platform interface from MTT is simple and intuitive, it does not require programming skills to work in it. The robot is assembled from ready-made functional blocks: incoming and outgoing calls, speech recognition and synthesis, interactive menu, logical processing, forwarding, integration with an external database. Depending on the company's goals, you can choose a suitable number: city or in the format 8-800. The voice robot can be integrated with most CRM systems, such as Bitrix24 or amoCRM.