MTT JSC, a provider of intelligent business solutions, has developed a voice robot on the MTS Exolve platform for the federal food discount store chain POBEDA. The digital assistant conducts initial interviews with applicants and transmits information to the personnel department. As a result of the implementation of the voice assistant, the company was able to reduce the cost of operating the call center three times and increase the speed of candidate selection by 30%.
“The introduction of the voice assistant made it possible to reduce the company’s costs and optimize the process of processing candidate applications: recruiters centrally receive the data collected using the voice assistant and process the received applications in accordance with the internal regulations. — shared Svetlana Egorova, head of the personnel management department of the POBEDA retail chain. “The connection of the robot also worries job seekers: they save time, the format of the voice assistant is comfortable and understandable for them.”.
The call center receives around 500 calls per month related to work issues. The voice assistant instantly responds to applicants’ requests, clarifies which vacancy and which of the three areas of interest: store, office or logistics, finds out the main characteristics of the caller and transfers contacts to the personnel department. There is also the possibility of communicating with an operator, however, during the entire period of operation of the digital assistant, only 5.3% of the total number of callers asked to be transferred to a “live person”.
“Given the enormous volume of repetitive tasks, a digital assistant is an indispensable assistant in hiring, — commented MTT sales and service director Kostas Dubosas. “In addition to the initial interview, you are also entrusted with the task of instructing staff and gathering feedback, and this is not a complete list of responsibilities that HR is increasingly willing to delegate to digital assistants.”.
Author:
Irina Pecherskaya
Source: RB
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