Which calls can be handed to a bot
The eight most frequent topics on a first line and what the bot answers in each.
- Buying, signing up, renewing21%of calls
What the bot answersRenewing the policy on the same terms — 640,000 soum. Shall I complete it or put you through to an agent first?
- Balance, order status, remaining credit18%of calls
What the bot answersThere is 214,000 soum on the account. The last charge was yesterday, 45,000 for internet. Anything else?
- A complaint about quality14%of calls
What the bot answersUnderstood: no internet since this morning. I have logged your enquiry and I am putting you through to a specialist — they can already see what you said.
- The status of a request or enquiry12%of calls
What the bot answersRequest 4471 is under review, with an answer due by Friday. Shall I let you know when it is ready?
- Tariff terms, prices, promotions11%of calls
What the bot answers“Optimal” is 89,000 soum a month, 30 GB and unlimited on-network calls. Shall I add it?
- Opening hours, addresses, documents9%of calls
What the bot answersThe Chilanzar branch is open until 18:00, and until 14:00 on Saturday. Shall I send the address by SMS?
- Reminding and confirming an appointment8%of calls
What the bot answersYou have an appointment tomorrow at 10:30. Are you confirming, or shall I move it?
- Blocking a card, changing a password7%of calls
What the bot answersBlocking the card now. Identity confirmed by voice — the card is blocked. Shall I issue a new one?
Everything else the bot passes to an agent together with what it has already established. The shares are averaged across a typical first line. We will give you your own figures from your recordings.
The bot takes the routine and stays out of the rest
The bot closes the routine topics itself and hands the rest straight to a person. The customer listens to no menu and asks nothing twice.
Voice and text
One scenario works on the phone, on the website and in Telegram. The customer picks whichever suits them.
Uzbek and Russian
It understands mixed speech and answers in the customer’s language. Switching language mid-call does not break the scenario.
Your own systems
The bot pulls balances, request status and appointment slots from your systems over API during the call.
The agent receives the conversation together with its beginning
When the bot transfers a call, the agent sees the transcript, the topic and the data already collected. The customer carries on rather than starting again.
- Topic
- No internet since this morning
- Customer
- Confirmed by voice
- Address
- Chilanzar, block 12
- Already done
- Network status in the district checked: no outage on record
On the difficult conversations the prompter is alongside
Complaints and sales stay with people, but the agent is not alone: the prompter shows the answer from the knowledge base and the next step in the script while the customer is still speaking.
What changes in the work
Where the numbers move once every conversation is reviewed instead of a sample.
Shorter queues at the peak: the bot closes routine contacts itself and the customer is not waiting for an agent to free up.
Fewer repetitive calls and chats for the agents — they are left with the work that needs a person.
More contacts handled at night and at weekends, when the line is closed.
A handover appears with the history: the agent sees what the customer already discussed with the bot and does not ask again.
Still have questions?
How many calls would the bot close for us?
We count it from your recordings: the analytics tags the topics of a month and you see the share of each routine contact. The shares on this page are averages.
What if the bot does not understand the customer?
After two sentences it has not understood, it transfers to an agent and hands over the transcript. The customer is not left in a “please repeat that” loop.
Can we start with one scenario?
Yes, and that is usually how it goes: one scenario, say the status of a request, two weeks on the line, then the next one.
We will work out the bot’s share from your own calls
Send us a week of recordings. We will return the topics tagged and a list of the scenarios worth launching first.
