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Rosseti Centre and Rosseti Moscow Region exchanged experience in developing customer services

10.03.2023 Petr Sinyutin, General Director of Rosseti Moscow Region, PJSC, and Igor Makovskiy, General Director of Rosseti Centre, PJSC, held a working meeting to discuss the implementation and use of automated customer interaction systems.

In Rosseti Centre and Rosseti Centre and Volga region, in order to optimize the process of interaction with customers, a “Robot-operator” is used, which carries out a dialogue with the consumer regarding the lack of electricity and completes the call processing cycle from automatic registration to providing information on the planned electricity restoration time.

Specialists of Rosseti Moscow Region demonstrated the work of the automated system “Virtual Dialogue Office”, which has a wide range of functionality for automating interaction with customers. The neural network software package has already proven itself in work, giving over the past two years 93% correct answers to thematic and 91% to non-thematic customer requests.

“Our company develops and applies modern digital technologies both to automate internal production processes and to improve the efficiency of interaction with customers. The “Virtual Dialogue Office” is an effective communication channel based on the latest generation of data processing, artificial intelligence and machine learning technologies. The program allows you to reduce the time of customer service. In addition to answering requests for background information on electricity transmission, grid connection and energy supply services, during the period of mass requests, the chatbot can simultaneously answer all requests,” said Petr Sinyutin.

As part of the meeting, it was decided to audit the systems of Rosseti Centre and Rosseti Centre and Volga region to determine the possibility of implementing the software package.

“As part of the implementation of the Digital Transformation Program, we are actively engaged in the process of import substitution and the development of corporate information systems. We cooperate with domestic developers, increase our own competencies in supporting implemented products, optimize business processes in order to eventually create IT systems that will fully meet all our needs in managing the operation of the power grid complex in 20 regions of our country,” stressed Igor Makovskiy.

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