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News : Robot to Help People Recover Impounded Cars in Russian Capital

#contactcenterworld

Moscow, Russia, July 31, 2019 -- Moscow's Government Contact Centre has been in operation since 2011 and includes the city's information and dispatch services. It currently processes about 2.5 million queries from citizens every month.

A virtual assistant created on the basis of AI has been working on the Moscow government hotline since 2014.

It accepts meter readings, helps with housing and communal services, and gives answers to simple questions. For example, the machine informs callers if their documents are ready, advises citizens on their nearest state services centre and its opening hours, and provides information on the municipal heating schedule.

In 2018, the robot handled 4.5 million queries, which is four times more than in 2017.

In 2019, AI is gaining a foothold in a new sphere, as the virtual assistant has now started working on the Moscow Transport Department hotline.

It processes requests about cars impounded due to parking violations. The robot asks for the car's registration number, tells the caller where it is, what needs to be done to recover it and what documents to take.

"By the end of this year, we expect the robot to be able to process 100 per cent of all calls related to impounded cars", said Andrey Savizkiy, Head of the City Contact Centre.

"The robot is also learning to answer more complicated questions and understand words. For example, it already knows that 'car', 'automobile' and 'vehicle' are all the same thing", he added.

According to Moscow IT Department statistics, the robot helps Muscovites at twice the speed of a live assistant. But callers can still discuss complicated questions with a real person.

"In the case of impounded cars, the robot isn't just more economical but also a more effective solution in such stressful situations. People whose cars have been impounded are often in a terrible mood and try to vent their emotions on the operator", he concluded.

Among the advantages of communicating with a virtual assistant, people notice the following: The robot replies instantly, while it takes up to 15-20 minutes for a real person to answer.

If it is unable to answer a question the robot instantly re-directs the call to an assistant who is competent in a particular field without having to wait too long.

Quick and effective solutions for basic problems: the robot replies immediately after hearing the query and the quality of the answer is always the same.

The information provided by the robot is more reliable as there is no human factor involved.

Moscow's Government Contact Centre has been in operation since 2011 and includes the city's information and dispatch services. It accepts meter readings, helps with housing and communal services, and gives answers to simple questions. For example, the machine informs callers if their documents are ready, advises citizens on their nearest state services centre and its opening hours, and provides information on the municipal heating schedule.

It currently processes about 2.5 million queries from citizens every month. A virtual assistant created on the basis of AI has been working on the Moscow government hotline since 2014.

In 2018, the robot handled 4.5 million queries, which is four times more than in 2017.

The virtual assistant hears more than 10,000 thank-you's from grateful Muscovites every month.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.bignewsnetwork.com


Today's Tip of the Day - Telephone Service

Read today's tip or listen to it on podcast.

Published: Friday, August 2, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
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