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.
In the current global situation more clients prefer to stay at home and receive services remotely in the fullest extent possible. Unfortunately, the sharp increase in demand for such services leads to, among other things, an increase in fraud and a lack of resources for seemingly established IT elements such as the Call Center. This especially affected the banking sector what now leads to the urgent need for implementation of easy remote customer enrollment, pre-answer caller authentication and risk-based multi factor authentication.
Ensuring security and scalable remote monitoring on public transport is one of the key elements of the «smart city» strategy. High passenger traffic and peak loads, especially in conditions of provision and management of metro/subway or short-distance railways, today require more attention and evolution of technologies. It is not enough to provide just video recording and remote monitoring by the operator/security officer. For centralized situational centers on transport key monitoring tasks consists of quickly obtaining important and up-to-date information, actionable intelligence, the possibility of automating routine operations and increasing efficiency in the face of a shortage of personnel. It ultimately leads to the need for integration of biometric access control and real-time analysis based on specialized face recognition solution.
13 May 2020, Moscow – Speaker diarisation and speech recognition technology created by Speech Technology Center (part of the Sberbank ecosystem) was named the best at the international CHiME Speech Separation and Recognition Challenge (CHiME-6). The technology was highly acclaimed for its ability to recognise English speech from multiple microphones in a natural environment. Speech Technology Center showed the best test results in the most difficult track of the challenge, significantly outperforming the competitors.
Smart City topic are facing today several transformations especially affected global situation. Facial Recognition technology extremely important in such approaches like usage of advanced sensors, cameras, artificial intelligence and Internet of Things (IoT) devices to make urban areas safer and more efficient.
Smart Tracker FRS has been analysing images from more than 1,000 installed CCTV cameras on the island since 2016.
The system is a new healthcare initiative and in the first 2 weeks since its implementation in April has identified more than 100 potential spreaders of the virus who did not comply with the mandatory quarantine.
Ensuring security and scalable remote monitoring on public transport is one of the key elements of the «smart city» strategy. High passenger traffic and peak loads, especially in conditions of provision and management of metro/subway or short-distance railways, today require more attention and evolution of technologies.
Speech Technology Center, which is part of the Sberbank ecosystem, automates and improves the efficiency of its retail and e-commerce delivery and call center services by utilising intelligent speech technologies. The migration of speech analytics to the cloud changes the way Speech Technology Center expertise is delivered to customers: everything that was previously available to the enterprise segment is now available for SMB.
April 2, 2020, Moscow — ChatNavigator chat bot from Speech Technology Center, launched in the VTB mobile app, became the winner of the Call Center Guru Awards Crystal Headset® international program in the category “The Best Application of Robotization and Artificial Intelligence”.
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