The Megafon contact centers will begin to identify the compatibility of operators and subscribers

The system is being developed on the basis of machine learning, it will be able to select operator-subscriber pairs in such a way that the employee and the client are more likely to find a common language.

To determine compatibility, the program will look at criteria such as age, gender, employee evaluation and training results, trading history, and even personal hobbies of the trader. In addition, professional communication skills will be considered, including the style and rhythm of speech, and the volume of the voice. As a result, calls will not be distributed randomly, but taking into account personal compatibility with each subscriber.

Axenix, MegaFon’s technology partner in this project, has developed a special algorithm that will help to better understand the needs of a wide variety of clients. According to Anna-Maria Lon, Axenix’s Advanced Analytics Manager, the customer’s age can affect the outcome of a call, so the operator must consider this and other criteria.

“Thus, young people under 30 are less likely to listen to the end of the operator’s proposal and accept it than older people. Middle-aged people are more likely to listen to a male operator. Subscribers aged 50 and over are more likely to be call-ready and accept an offer when contacting operators of the time,” Anna-Maria Lon explained.

The system is planned to be tested in the contact center from 2023 and a pilot project is currently underway.