MTS Exolve Deploys Voice Robot for the Far East’s Largest Bakery Producer
The deployment shows how Russian telecom operators are increasingly offering AI-powered tools that help businesses automate routine operations, handle surges in customer calls and improve service quality without expanding staff.
Russian telecom providers continue to roll out technology solutions for businesses aimed at automating workflows, cutting operational costs and significantly improving productivity.
One example comes from MTS Exolve, a subsidiary of the telecom operator MTS, which recently announced the launch of a voice robot for one of the largest bakery and confectionery producers in Russia’s Far East – Vladkhleb.
For the manufacturer the partnership addresses a practical operational challenge. The company receives hundreds of calls every day from retail outlets. At peak times the load increases dramatically when stores call in to place orders for the next day’s deliveries. The new digital assistant helps relieve pressure on human operators. The robot answers incoming calls, identifies the store name and address, collects information about the product assortment and quantities, records the order and confirms the delivery date. In practice this means employees handle fewer routine calls while the company benefits from more structured order management.
Automation That Supports Human Operators
Through API integration, the digital assistant automatically transfers order data into the client’s CRM system for processing and shipment preparation. If a call involves more complex issues, the system immediately transfers the conversation to a human operator. In other words, the solution follows a widely used model in which automation supports employees rather than replacing them.
“The voice assistant can process hundreds of calls simultaneously, ensuring high speed and consistent service quality,” said Viktor Kazmiruk, Chief Information Officer at Vladkhleb. “The introduction of the voice robot has significantly reduced the workload for our operators, while our partners can reach us and place orders without waiting on the line.”
“Given the large volume of orders and the fact that bakery products are perishable and must reach customers fresh, the robot becomes an indispensable tool for logistics,” added Kostas Dubosas, Commercial Director of MTS Exolve.
Growing Demand for Voice Assistants
Demand from corporate clients for voice assistants has been growing steadily for several years. In 2023, Sber introduced a new platform that allows companies to independently create voice assistants and configure them for their own tasks. The platform is called SaluteBot Voice. The system integrates with the neural network model GigaChat, which simplifies scenario development and helps maintain nonlinear conversations with customers without involving a human operator.
Since 2019 the Tinkoff Group has also offered its own speech technology platform, Tinkoff VoiceKit. The solution enables both speech recognition and voice synthesis and has gained traction in retail and logistics, where it can be used to build automated call center agents.
Another supplier of business automation solutions is Yandex. Its speech recognition and machine learning technologies are available through the Yandex Cloud platform. Voice bots can automate routine support tasks, process incoming customer requests and internal employee queries and handle more complex communication scenarios such as consultations for technically sophisticated products.
Export Potential for Voice Technologies
Demand for voice assistants remains strong not only in Russia but also in other regions, particularly across CIS countries, the Middle East and parts of Asia. This creates opportunities for Russian developers to expand exports of voice and speech technologies. To succeed internationally, companies will need to offer reliable solutions at competitive prices capable of competing with products developed by major Western technology vendors.
It is widely expected that the use of voice assistants will continue to expand in the coming years as these technologies have already demonstrated their effectiveness. Adoption is likely to grow particularly in sectors such as retail, logistics, banking and government services.
