Price: 0
Number of applications: 2
17.11.25 (inclusive)
contractual
Idea
ICT tasks
Media sphere
Intelligent control systems
Software/ IS
Problem description The project is aimed at solving the following key issues related to the current call handling: Limited working hours: Lack of customer support outside of business hours (09:00 - 18:00 with lunch break), which leads to a loss of requests and reduced customer satisfaction. High operating costs: Dependence on a permanent staff of operators, which entails fixed costs, regardless of the load. Instability of the quality of service: Fluctuations in the speed, accuracy, and emotional tone of the response related to the human factor. Low operator efficiency: Live operators are forced to spend time on routine, frequently recurring issues instead of solving complex problems.
Functional requirements for Autonomy: Achieving 90% of calls that are fully processed by AI without being transferred to an operator.24/7 availability: Ensuring uninterrupted processing of incoming calls 24 hours a day, 7 days a week.Logging: Complete logging of each call, including audio recording, text transcription and the reason for completion/transfer.Quality requirements Reliability: Automatic redirection to live operator/voicemail in case of technical failures or overload of the AI system.Performance (Latency): The AI's response time after the client's remark should not exceed 2 seconds to ensure a natural dialogue.Scalability: The system must be able to withstand horizontal scaling to handle simultaneous calls (to be clarified in the TOR).Knowledge Base Update: The ability to quickly update the Knowledge Base without interrupting the work of the call center.
Kusainov D. T.
Purpose and description of task (project)
The purpose of the project Creation of a scalable and multilingual AI call center platform integrated with external SIP telephony to automate 90% of incoming customer requests and provide 24/7 round-the-clock service, thereby reducing operating costs and increasing response speed. Description of the task (project) Integration with telephony: To ensure the reception of incoming calls through a single SIP number and their forwarding to the AI engine. Multilingualism: Implementation of full-fledged voice communication and query processing in Russian and Kazakh languages. Autonomous solution: The AI must answer questions using a centralized Knowledge Base that we fill in. End-to-end routing: If it is impossible to solve the AI issue, the system must correctly and intelligently transfer the call to a live manager using the specified criteria. Versatility: The product must be industry-independent, focused on rapid adaptation to a new Knowledge Base.
Whatsapp
