03.04.25 (inclusive)

Interaction and recruitment for work under the contract

Finished product

ICT tasks

Robotics

Neurotechnology and artificial Intelligence

Software/ IS

Modern contact centers face a high workload for operators, which leads to long waiting times for customers, overloaded employees and increased support costs. Many requests are repetitive (for example, clarifying the status of an application, information about products and services), but their processing requires the participation of operators, which slows down the process and reduces work efficiency. The main problems: High workload for operators – due to the large number of requests, employees are forced to handle routine requests instead of focusing on complex cases. Long waiting for a response – customers spend time in line, which worsens their satisfaction with the service. The human factor – operator errors, variability of responses and limited contact center opening hours affect the quality of service. High personnel costs – more operators are needed to support the growth in the number of requests.

Reducing personnel costs by automating typical queries Increasing the capacity of the contact center Reducing the cost of training new employees, as the bot takes over some of the tasks Increased customer support availability due to round-the-clock chatbot operation Improving the quality of customer service through prompt and accurate responses

Digital Government Support Center