Head of Regional Sales at Devlonika ( Softline Group) Anna Shadrina
Posted: Mon Jan 27, 2025 3:49 am
Yulia Vdovina, Director of Digitalization of Customer Service in Remote Channels at BSS, told ComNews that speech technologies , such as RPA , are increasingly becoming a hygiene factor. " This means that customers already expect companies to use robots with natural human speech, and to protect themselves using voice biometrics. And , of course , we see a trend where companies have come to understand that without speech analytics, which provides a complete sweden cell phone number list picture of service and sales at points of contact with customers, it is no longer possible to achieve a fundamentally different level of development and take steps forward . This is important in sales, where feedback from the client, adjusting scripts to " hit " the client, become fundamental factors of success. This is also important in service - where all optimization must be smart and not have a negative impact on the customer experience , - she comments. - Since Russian solutions based on speech technologies have been developing all this time in parallel with foreign ones, there are no significant problems in this industry. In 2023 , we expect the development and improvement of artificial intelligence models in this direction, wider distribution not only in the financial sector and retail, but also in medicine, hotel and restaurant businesses . "
noted that in 2022, the development of the functionality of projects that used Western solutions stopped. " At the same time, Russian manufacturers realized that a large niche was being vacated and it was important to offer new solutions to consumers in a timely manner. It will be more difficult for companies that built most of their business processes on Western software. They have two options: either stay on it and somehow try to maintain operability, or migrate to Russian RPA platforms. The market for Russian solutions will move to the next stage - thinning. After rapid growth and the emergence of " one-day manufacturers " that appeared on the wave of demand, released some product, but were unable to provide support or scale the business model. They will leave the market , - predicts Anna Shadrina. - Those who can see the development vector for five to seven years ahead, who can flexibly change and meet business demand will remain . "
noted that in 2022, the development of the functionality of projects that used Western solutions stopped. " At the same time, Russian manufacturers realized that a large niche was being vacated and it was important to offer new solutions to consumers in a timely manner. It will be more difficult for companies that built most of their business processes on Western software. They have two options: either stay on it and somehow try to maintain operability, or migrate to Russian RPA platforms. The market for Russian solutions will move to the next stage - thinning. After rapid growth and the emergence of " one-day manufacturers " that appeared on the wave of demand, released some product, but were unable to provide support or scale the business model. They will leave the market , - predicts Anna Shadrina. - Those who can see the development vector for five to seven years ahead, who can flexibly change and meet business demand will remain . "