AI Is Set to Handle Operator Calls in Russia
An intelligent predictive analytics service helps utilities “connect” more effectively with subscribers.
Russian companies Rostelecom and Mosenergosbyt have rolled out a smart answering-machine detection system at the power supplier’s contact center. The AI system will now analyze and process outbound calls made by human operators and voice bots.
Previously, about 40 percent of calls at Mosenergosbyt’s contact center ended in lengthy interactions with answering machines or voice assistants. Rostelecom’s predictive analytics system has now reduced that figure to a minimum.
More Than One Function
The intelligent service does more than recognize answering machines. Its speech analytics feature converts call recordings into text and analyzes content, emotional tone, and customer intonation.
A speech recognition module powered by a large language model can monitor operator–customer conversations in real time and help refine call scripts. The service runs on the provider’s cloud-based telephony platform.
