The company and the task
Client: One of the largest contact centres in Russia, with millions of contacts a year.
Industry: Telecom · Year: 2025
To make the handling of contacts faster and better, reduce the load on agents, and automate the analysis of conversations to surface best practice.
Before
Speech analytics was already running; what was missing were tools that take the routine off agents and controllers inside their actual workflow.
What we did
- The processes of agents and controllers that needed automation and support from AI assistants were identified.
- A language model and AI assistants were built into the speech analytics system; agents were trained on the new tools.
- Monitoring and optimisation of the processes using the analytics data.
Timeline: 1 year since rollout
Results in numbers
×7the speed of handling contacts
+21 %agent productivity
38 bnminutes of speech processed in a year
46 %of the contact centre’s projects use AI
What the client says
«Service for our customers has moved to a new level, and we can see it in customer satisfaction, in how often people contact us and in handling time. We improved the accuracy of handling contacts without losing something as important as the human side of a conversation.»
