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Project

Yugoriya will lower labor costs of staff of technical support by 25% thanks to the chat-bot

Customers: Yugoriya GSK

Product: Personal IT (PIT)
На базе: Skype for Business (ранее Microsoft Lync)
Second product: Microsoft Bot Framework
Third product: Microsoft Azure

Project date: 2019/04  - 2019/09

2019: Implementation of the chat-bot

On October 22, 2019 TAdviser it became known that in insurance the company "Yugoriya" the chat-bot for consultation of agents and partners of the company is implemented. It performs functions of the operator of technical support in an online chat and gives to users of the instruction for work with the portal and execution of agreements. If chat-bot cannot give the answer, then helps to issue the request in internal services or connects to a chat of the technical support specialist.

The bot is created on the Personal IT Vocamate Interactive platform of the Russian developer Prof IT. Infrastructure of the solution is unrolled in Azure. When developing a bot the Microsoft Bot Framework tool kit was used. The platform is universal and allows to robotize communications in voice and a chat channels, and if necessary to create a single system of communications with clients, applying the same standards of service and the general knowledge base in all canals. In case of need to the chat-bot it is possible to configure robotic processing of calls and also to independently supplement scenarios and to start new business services.

The decision on implementation of a bot was made in connection with need of agents and partners of Yugoriya for more operational receiving consultations. Before connection users addressed in technical support and specialists curators by phone or e-mail. Request processing borrowed from 1 to 16 hours, the solution sometimes came with a delay and it was irrelevant. As 70-80% of the questions coming to a system users can solve according to the instruction, independently, the company transferred consultation on standard tasks to the chat-bot. It quickly issues the necessary updated information on insurance products and services.

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After implementation of service agents and partners had an opportunity more quickly to receive answers to the arising questions, and specialists of a support service do not spend time for consultation of users on standard questions any more, this process is automated. All who use an online chat highly appreciate quality and service rate through the chat-bot. Consecutive questions help to create the address easily. On some questions the bot proposes the ready-made solution", - Maria Usoltceva, the chief of HM of department of technical support of Yugoriya GSC told.
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According to forecasts Yugoriya, by the end of 2019 of 30% of users will resolve the arising issues or to make out requests in a support service using a bot consultant. According to specialists, its use will allow to reduce the number of appeals to technical support and/or to curators, having lowered their labor costs by 25%. On a withdrawal of the company, both users, and specialists, and the company in general benefit from implementation of a bot consultant. The solution adapts under any requirements of the organization: consultation, requests in internal services, holding polls. Use of chat-bots together with corporate systems allows to solve business challenges and to save resources to the companies with the large volume of internal and external communications between employees and clients.

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The bot is created using the Microsoft Bot Framework tool kit, unrolled in Azure, and the solution Personal IT Vocamate Interactive of the Russian developer Prof IT acted as the platform. The platform is universal and allows to robotize communications in a chat and phone calls, there is an opportunity to create a single system of communications, applying the same standards of service and the general base.

Before implementation of a bot users addressed in technical support and personal phone or e-mail managers. Request processing occupied a significant amount of time: answers often came with a delay and were irrelevant. Now all incoming messages and calls from agents and partners will be processed by a bot. Communicating with it, users will obtain necessary information on insurance products and services, will be able to consult on work with the portal and execution of agreements, in case of problems will connect to a chat of the specialist of support.

Scope of a bot is not limited only to processing of incoming requests of agents and partners. The solution adapts under different requirements of the organization: consultation, requests in internal services, holding polls. Over time the company is going to synchronize even more the chat-bot with the corporate systems for the solution of business challenges and economy of resources. In case of need it is possible to integrate robotic processing of calls into it and also to independently supplement scenarios and to start business services.->