Speech Technology Center Develops Intelligent Chatbot for Tele2

  • The chatbot communicates with Tele2 customers through digital channels and processes up to 15,000 calls per day and more than 300,000 calls per month. 80% of requests are processed without the involvement of an agent.
  • The number of tickets closed by the chatbot in January–May 2020 has increased by 241% year-on-year, i.e. 3.5 times.
  • The introduction of the intelligent chatbot has improved the quality and speed of customer service, increased call centre capacity, and cut down on operating costs.
  • The project was integrated by the IT company CROC

13 July 2020, Moscow Speech Technology Center and the CROC IT company have successfully automated Tele2's online customer service for digital channels using a smart chatbot.
The text bot was created by Speech Technology Center based on the company's own ChatNavigator product, an omnichannel dialogue platform for creating intelligent virtual assistants.

Pre-configured scenarios and integration with the operator’s information systems allow the chatbot to implement interactive scenarios for over 1,000 topics. These include typical conversations — for example, about the location of the nearest office — as well as complex ones, including those related to tariff changes, payment adjustments, roaming services and the Share Your Gigabytes service. Thanks to artificial intelligence and machine learning, the Tele2 chatbot can learn during dialogues with customers so that it can more accurately identify the meaning of future requests.

Speech Technology Center has developed a universal connector (API) for the chatbot, allowing it to communicate with Tele2 customers without agent involvement through various channels, including Viber, VKontakte, WhatsApp, and the Tele2 mobile app for Android and iOS. The chatbot is also integrated with the Alice virtual voice assistant. The basic customer service script is the same for all communication channels while taking into account the specific features of each channel.

Experts from CROC worked with the company to integrate the ChatNavigator with Tele2's business systems and the Active Directory system. This has made it possible to work with the provider's local network and obtain automated access to the chatbot interface.

Demand for voice bots and chatbots grows with each passing year. The advantages of these solutions are clear for companies with a large customer base, such as telecom companies, financial institutions and retailers. The implementation of chatbots helps to reduce call centre costs, as well as to analyse customer needs and increase customer loyalty.

'As a modern and advanced technology company, Tele2 adopts the latest approaches to customer service and integrates AI solutions in its software. The chatbot has made it possible to reduce the workload of call centre agents and, most importantly, grow closer to our digital-oriented audience that largely uses messaging services, social networks and mobile apps. The success of the project and the integration of our chatbot with Alice has inspired us to implement AI solutions for our customer service voice channels and create a voice bot', said Elena Yurina, Director of Remote Customer Service at Tele2. 'Nowadays, with call centres in banking, telecom, and retail having to handle an immense workload, intelligent chatbots are a huge help. The chatbots are lightning-fast — they can quickly analyse a database and provide a quick and accurate answer, thereby improving the customer's experience. High-quality chatbots can provide support to the most forward-thinking customers, reduce operating expenses and improve the performance of call centres. The project we implemented for Tele2 is proof of this. Call centres are becoming more and more automated each day, and our expertise helps to make this possible', noted Dmitriy Dyrmovskiy, CEO of Speech Technology Сenter.

'The chatbots collect customer data after each request and analyse whether the customer is satisfied with the product purchased. This allows companies to increase their cross-selling. What's more, the chatbots are constantly learning and are able to take on more difficult tasks with each request. This is the case with our new chatbot for Tele2. Modern chatbots provide instant feedback in a familiar messaging-app interface. All of this allows companies to meet global standards and compete on the modern market', >explained Sergey Malinovsky Head of Unified Communications at CROC.

Speech Technology Center is a global developer of intelligent speech and facial-recognition technologies and an expert in AI and machine learning. It is one of the few companies in the world that creates and develops both biometric modalities: face and voice. The voice-falsification detection and speech-recognition solutions developed by Speech Technology Center occupy leading positions in global rankings by NIST, ASVspoof Challenge, VOiCES and CHiME Challenge. The Center's solutions have been implemented in 70 countries around the world.

Official website: www.speechpro.com

Media contact: pr@speechpro.com

Tele2 is a telecommunications company that has been operating in Russia since 2003. Today, the Company provides services in 67 regions of the Russian Federation, including Moscow and the Moscow Region. At the end of 2019, the Company's subscriber base amounted to 44.6 million users. Tele2's portfolio features simple and convenient offers for individuals and businesses alike. The Company guarantees high quality of service and excellent customer support. Tele2 is the leader in the telecom industry by NPS (Net Promoter Score), which represents the willingness of customers to recommend company services. By the end of 2019, Tele2's NPS was 43%—12 points ahead of the closest competitor. The company employs a Lifestyle Enabler strategy to go beyond telecom and establish a new ecosystem of mobile services. Tele2 partners with companies in other industries to offer innovative products that reflect the preferences of subscribers and support their lifestyles.

CROC is a leading Russian IT company. It creates new digital ecosystems for organisations in 42 countries around the world. CROC provides a full range of IT services for system integration, consulting, replicable products, B2B managed services, and promising end-to-end technologies, including Big Data, blockchain, AI, virtual and augmented reality, IoT, robotics, and machine learning.