AI Bot in Russia Anticipates and Resolves Telecom Customer Issues
In four out of five cases, the digital assistant predicts the reason for a customer’s call and automatically offers a solution.
Russian telecom operator Rostelecom has rolled out a new predictive model in its voice bot that allows it to resolve more than 80% of customer inquiries, the company said in a statement.
The new feature is designed to proactively address issues before customers fully articulate them. The AI embedded in the system analyzes data linked to a customer’s account, including balance information, payment schedules, and transaction history, and then anticipates likely questions. Based on this analysis, the bot suggests solutions ranging from personalized balance updates to information about service availability.
The system also offers additional options for managing finances and services, including current balance status, available payment methods, pending payment information, the option to activate a promised payment, and other tools.
The Voice Bot Handles Nearly 60% of Incoming Calls
The new predictive system saves time and reduces errors related to speech recognition or misinterpretation during conversations. If needed, customers can continue interacting with the bot or switch to a human operator.
