Artificial intelligence classifies requests based on text analysis and specific information, determines the type of problem and directs them to experts. This innovative approach halved request processing times and improved the routing system.
After initial processing, all requests are sent to second-line technical support specialists, allowing them to resolve user issues faster. Dmitry Merkushov, head of the machine learning group at Antispam and Mail.ru Mail, emphasized that the integration of machine learning makes it possible to quickly and effectively resolve user requests, reduce time costs and improve the quality of service.
Source: Ferra
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