Hotline of power engineering specialists:
Rosseti Centre and Rosseti Centre and Volga Region have started the implementation of the project “Robotic processing of telephone calls” (“Robot Operator”). The project provides for the introduction in the Contact Centre of the energy companies of the technology of communication with consumers using an automated voice agent that will inform them on issues related to activities of the Companies and receive feedback.
The developer of this technology is ActiveBusinessConsult (ABC LLC). At the end of 2019, the power engineers together with this company successfully implemented a pilot version of the “Robot Operator” project in the Udmurt Republic. Now, all 20 branches of Rosseti Centre and Rosseti Centre and Volga Region will be connected to the automated information system.
The robot operator will notify subscribers of a planned outage, report the date and time of the outage, record the contact details of the person who received the call. The possibility of receiving feedback from consumers on satisfaction with the quality of the services provided will also be realized. At the first stage, the new technology will be used to inform individuals, then all consumers will be connected to it. The launch of this project will improve the quality of work, reduce the waiting time on the line, increase the efficiency of receiving information on request and increase the culture of communication with consumers of Rosseti Centre and Rosseti Centre and Volga Region.
“The “Robot Operator” project is another example of the digital transformation of Rosseti Centre and Rosseti Centre and Volga Region, which has demonstrated high efficiency already at the pilot stage in the Udmurt Republic. The transfer of the process of communication with consumers to automatic mode allowed us to significantly increase their satisfaction with interaction with the companies. Scaling the project to the entire territory of our service area will allow us to streamline it in 20 regions of the country,” stressed Igor Makovskiy, General Director of Rosseti Centre - the managing organization of Rosseti Centre and Volga Region.
“Our technology is designed to help make communication as efficient and cost-effective as possible. By implementing a robot operator in your contact centre, a company can significantly increase the speed of customer service. You can automate any conversation scenario if you have relevant experience in creating multi-level scripts. No less important is the synergy between the customer and the developer. And it happened this way with our partners, Rosseti Centre and Rosseti Centre and Volga Region. The 2019 pilot project proved itself and showed really good results. In 2020, we begin to scale the technology to all branches of the customer. Our team will make maximum efforts within the framework of the project on digital transformation of the partner,” comments Dmitry Teplitsky, General Director of ABC LLC.
