Rosseti Centre - the managing organization of Rosseti Centre and Volga Region*, as part of the Digital Transformation Concept, has launched a pilot project to inform customers about activities implemented by the company in the electric grid complex using a virtual dispatcher. The technology developer is ActiveBusinessConsult (ABC LLC). The project is being implemented in the capital of the Udmurt Republic of Izhevsk.
At the first stage, the virtual dispatcher, known as Snezhana, informs enterprises and housing and utilities management companies, as well as large customers of the republican centre, about planned outages in electric grids.
Having received from the system a list of subscribers and the data that needs to be voiced, Snezhana independently generates a voice message and starts calling. Confirming the readiness of the interlocutor to receive information, the virtual informant reads out the message, and then requests the contact information of the interlocutor for the report generated in automatic mode.
Rosseti Centre - the managing organization of Rosseti Centre and Volga Region plans to complete the implementation of the “pilot” by the end of 2019, after which the project will be scaled to all regions of the companies’ activities (operating in 20 constituent entities of the Russian Federation). At the same time, in the future the functionality of Snezhana can be expanded.
“For us, the Udmurt Republic is one of the key regions in the field of digital transformation. In September, we opened in Izhevsk the first digital city control centre in the perimeter of Rosseti. In addition, one of the first Digital Substation and Digital Distribution Zone projects will be implemented here. The project of the virtual dispatcher, also standing in this row, takes our interaction with customers to a new level. Its first effects are already felt today: automation of the information process allowed to relieve the staff of the customer interaction unit in order to focus on solving other important tasks,” stressed Igor Makovskiy, General Director of Rosseti Centre - the managing organization of Rosseti Centre and Volga Region.
“Every year, robotic voice communications become more and more popular and affordable,” comments Dmitry Teplitsky, General Director of ABC LLC. We have been developing the “robot operator” technology since 2016 and successfully use it in our contact centre. The accumulated experience allows us to easily adapt the development to any needs of our customers. The robot is based on complex mathematical algorithms, speech recognition and synthesis systems. The robot is able to communicate for 250,000 minutes a day, without days off and lunch breaks. The technology helps optimize processes within the company, improve the quality of services and is aimed at the end customer.”