BSS's chat bot helps Tricolor clients

26 October 2020

BSS Company launched a chat bot for Tricolor, a multi-platform operator, which is the leader in the digital TV market in Russia in terms of the number of users. Its client base includes 12.230 million households.

Servicing such a large number of users sets especially stringent requirements for the quality of work of the Support Service, which advises clients 24/7 via any communication channels: by phone, on the website, in social networks, and in popular instant messengers.

The operator decided to automate the processing of typical requests using a virtual assistant implemented using Digital2Speech natural speech processing platform by BSS Company, so that customers can quickly and conveniently receive information about Tricolor services and solve technical issues. This modern technical solution allows you to recognize the meaning of request in the natural dialogue mode, clarify additional information, and give the user advice on his issue.

The development, implementation, configuration, and training of the chat bot was carried out by BSS specialists with the support of colleagues from Tricolor. The robot consultant answers most of the typical calls without operator participation. The team faced with the task of making the bot as loyal to questions as possible and teaching it to solve them promptly. In the event of a non-standard request, the client is redirected to a Support operator. In a fairly short time, the team managed to solve all the tasks set at the first stage.

"Recently, our clients increasingly prefer to communicate with the company via multimedia resources, so this direction was chosen as the first step in automation. The chat bot has already helped to significantly reduce the load on the operators of our Support Service. Users immediately receive advice on almost all typical issues in the dialogue with the chatbot," Ekaterina Pavlova, director of customer service department, Tricolor, commented.

In the near future, it is planned to transfer up to 40% of all typical requests to processing by a robot and further develop its competence to the level of an advanced operator capable of maintaining a live voice dialogue with a client on any brand issues.

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