Russian Speech Analytics Service Helps Tour Operators
The system has reduced response times and begun identifying customer preferences in real time.
Russian developer Telfin has introduced an AI-powered speech analytics system, the company’s press service said. The neural network-based platform for analyzing customer conversations was piloted at the travel company Progulki. With the new service, average wait times dropped to a record 18 seconds, and operators improved their ability to identify customer needs.
The neural networks analyze not only tone and emotion but also behavioral cues, such as hesitation when choosing a hotel or implicit objections. All call data are automatically structured to generate personalized offers.
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According to Ivan Pavlov, head of key accounts at Telfin, the customer’s voice is the industry’s most valuable asset.
Russian technology developers say such tools significantly improve service quality, including in the tourism sector.
