Customer Relationship
❯
Self-Service Customer Support
❯AI virtual assistant for customer support and service
AI virtual assistant for customer support and service
For:
Customer service department
Scope:
Customer support service, product and service consulting.
Limitations - support for dialogs exclusively within MTS products.
Target audience - b2b, b2c clients of MTS Russia.
Goal:
Other
Next Level Customer Services: Email automation with natural language processing
For:
Customer support department
Goal:
Improved Employee Efficiency
Better human-computer interaction with advanced language models
For:
End users
Scope:
Human-computer interaction
Goal:
Other
How AI/ML Improves its Underwriting & Supports for Commercial Insurers with Their Agents
For:
- Insurer agents & brokers
- Carrier agents
Goal:
Improved Employee Efficiency
AI virtual assistant for customer support and service
For:
Customer service departmentGoal:
OtherProblem addressed
Optimization of company resources for support and customer service by
automating the customer service process. As a result of the implementation of
the system, the company was able to cover a greater volume of customer
requests without necessity to increase its staff of operators. This prevented an
increase in the company's operating expenses.
Scope of use case
Customer support service, product and service consulting.
Limitations - support for dialogs exclusively within MTS products.
Target audience - b2b, b2c clients of MTS Russia.
Description
Chatbot assists the client in the selection of tariffs and
services, and advises on the financial condition of the
account. Chatbot promotes new products without the need
for an operator. The client can ask a question in free form;
the system would understand the request. If necessary, the
system may ask additional questions before delivering its
answer to the client.
Chatbot is integrated with internal billing systems, CRM, with
a product catalogue and many other key services of the
company. This allows each client to be provided with an
individualized service. If chatbot is unable to help the client,
or if the service procedure requires an operator, the dialogue
is transferred to the operator. Currently, chatbot serves
more than 1 million requests per month, working 24/7 to
serve customers in all regions of Russia.
Text
AI: Perceive
NLP
AI: Understand
Conversational agents
AI: Act