Price: 0
Number of applications: 2
17.11.25 (inclusive)
contractual
Idea
ICT tasks
Media sphere
Intelligent control systems
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.
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.
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