Over 40% of typical queries are now handled automatically by the Virtual Assistant supplied by Spitch’s partner BSS for the largest multi-platform digital TV operator in Russia with a customer base of more than 12m households.
Serving such a number of people raises the bar very high in terms of support service quality requirements and 24/7 availability in all channels including telephone, website, social networks and popular messenger apps.
To enable customers to get all the required assistance and information as fast as possible, Tricolor decided to automate typical queries processing by deploying an omnichannel conversational platform supporting natural language understanding with open dialogue capability.
“Our end-customers have lately been preferring to communicate with us using multimedia resources. That’s why we decided to offer automatic self-services in this direction, as a first step. Already at this moment, the virtual assistant helps decrease the workload for our Support Service agents significantly. Customers receive consultations on practically all the standard topics in natural dialogue with the conversational platform”, says Ekaterina Pavlova, director of the department of support service at Tricolor.
Only 27% of calls end up being transferred to the Tricolor operators for handling more complex customer requests. The project results also included an improvement in First Contact Resolution (FCR) rate as well as significant annual cost reduction. The project was implemented fully on-premises with high availability architecture and involved integration with the Genesys contact centre solution and Tricolor backend system.