Voice robot from Telfin helps LCD companies optimize the processing of client calls

2025: Upgrading the Incoming Call Processing System

Telfin implemented a project to modernize the incoming call processing system at Zhilkomservice No. 3 of the Kirovsky District in St. Petersburg, introducing an intelligent voice robot. The project was developed jointly with Zhilkomservice No. 3 of the Kirovsky district, and the business logic of the bot was compiled by the information and technical department of ZhKS No. 3 of the Kirovsky district. The solution increased the efficiency of the dispatch service by 35%. Telfin announced this on April 15, 2025.

ZhKS No. 3 of the Kirovsky District in St. Petersburg is a management company. The company's dispatch service handles over 20,000 calls each month. During periods of planned outages, repair work and in emergency situations, the number of incoming calls increases sharply, creating an excessive load on operators. As a result, residents were forced to expect a dispatcher's response for a long time, which led to dissatisfaction with customers and a decrease in the reputation of the management company.

It is worth noting that ZhKS No. 3 has been using virtual telephony services from Telfin for 10 years. Thanks to the joint work of the Telfin development team and the information and technical department of Housing and Communal Services No. 3 of the Kirovsky District, the organization's communication complex includes the Telfin. Office PBX and the pool of multichannel telephone numbers of St. Petersburg, as well as systems for monitoring incoming/outgoing calls and voice routing solutions.

To optimize call processing, a voice robot was developed and implemented. The system automatically accepts incoming calls, inviting the caller to name the address of residence. After that, the robot checks for emergencies at the specified address and informs the client about the registered incidents and the timing of their elimination. If the address in the alarm database is not found, or the client needs to discuss other issues with the operator, the call is automatically transferred to the specialist.

The implementation of the project in the company "ZhKS No. 3 of the Kirovsky District" in St. Petersburg made it possible to 3 times reduce the waiting time for a response for customers, automate the processing of typical emergency cases. Now call center operators are exempt from processing incoming applications, managed to optimize the workflows of the dispatch service and free up resources for solving complex and non-standard tasks.

Virtual voice assistant has become an integral part of our communication infrastructure, providing uninterrupted communication with residents in 24/7 mode. The solution allowed us to become more flexible and efficient in call processing, complying with the standards and norms of legislation in the field of customer service. It is especially important that now our telephone system scales depending on our needs, - said Sergey Glavatskikh, head of the information technology department of housing and communal services No. 3 of the Kirovsky district.