MegaFon models of an individual communication console and a contact center operator for communication between people.
The system based on machine learning will select operator-subscriber pairs, in which mutual understanding and comfortable communication are more likely. In December, a suitable pilot project is evaluated, during which efficiency models are tested.
How it works: artificial intelligence. As a result, calls will not be called randomly, but taking into account individual anxiety with a specific subscriber.
The algorithm proposed by us allows us to better understand the needs of different customers. So, young people under 30 years of age reduce the inclination, listen to the operator’s proposal to the end and accept it than older people. Middle-aged people are more likely to listen to a male operator.
Subscribers aged 50 and older are more likely to be ready to communicate and are likely to accept offers when communicating with operators of the age. Previously, our team implemented a service for a financial institution: this increased the conversion of negotiations by 5 percentage points and the customer of a significant additional income.
However, in Russia, some projects are still unknown, and other examples in the telecommunications industry are still unknown to us.
— Anna-Maria Lon, Advanced Analytics Manager, Axenix
Technological partner of the Axenix social network project. Company survey results of call center employees and their supervisors, as well as historical data on previous calls. Based on these data, the algorithm is trained.
Source: Iphones RU
