"MTS launched an intelligent assistant in fintech services in July 2021.

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Anton Kovachev, Head of the Customer Interaction Platform Development Department at Rosbank (part of the Interros Group), reported that as a result of using voice assistants, it was possible to increase the throughput level of Rosbank's contact center by 25%: assistants handle some calls, and transfer others to the most relevant operators. "This allows clients to get answers to simple questions faster, and employees' time to be redirected to solving iran whatsapp number database complex cases that require a non-standard approach. Thanks to assistants, the share of monotonous tasks has decreased, making the operators' work easier," Anton Kovachev noted.

Speech technologies using artificial intelligence (AI) are also used by PJSC MTS - and not only in the telecom direction, but also in the fintech segment, which MTS has allocated to a separate development vertical. The MTS AI division has developed the Audiogram platform for speech synthesis and recognition based on neural networks and machine learning methods.

As explained by the MTS press service, this platform is capable of transcribing audio recordings in real time, receiving results in text format, and also voicing the text with a synthesized voice. At first, MTS used the service's speech AI technologies to combat spam calls, then the customer service department used the AI ​​operator in pilot mode. According to MTS, testing took place in six regions of Russia - thanks to the use of speech analytics, user loyalty increased by 20%.

The results by 2023 are as follows: the intelligent assistant has resolved more than 200 thousand customer questions. The time the client spent in the IVR was reduced from more than two minutes to 45 seconds. More than 35% of incoming calls are processed without switching to an operator. We have transferred all SMS from the voice assistant to PUSH notifications, which opens up new options for interacting with the client using links leading to specific sections of the application," said a representative of the MTS press service.

Dmitry Dyrmovsky, CEO of the CRT group of companies, reported that conversational assistants are already very close to the human-like level, while uniqueness is in trend: assistants go beyond the plane of solving urgent problems, becoming full-fledged characters - brand elements. "For example, the chatbot of the capital's metro Alexandra has become an assistant to passengers, pedestrians and motorists, city residents began to receive the necessary information about the operation of public transport faster. It processes 13 thousand messages per day, answered more than 5.5 million questions, and the level of automation has reached 70%," he noted.

Dmitry Dyrmovsky notes that dialogue assistants can optimize not only external interaction with users, but also internal: "On the AI ​​platform of the CRT, "ViKo" was created - a virtual assistant that optimized the work of the Main Computing Center of Russian Railways. During the first month of operation, "ViKo" processed 34.6 thousand requests, successfully solving the problem in 85% of cases. To develop the market of voice assistants, we introduced a new generation of synthesis, now in synthesis it is possible to adjust intonations and emotions depending on the client's case. Fine-tuning the robot's voice will allow for a more natural dialogue."