Kcell, the largest mobile operator in Kazakhstan has adopted Speech IVR, a AI-based voice robot for customer service. The Operator claims to be the first in the country to launch customer service systems based on artificial intelligence.
According to Assem Duisenbayeva, Senior Specialist on development of self-service systems of Kcell, the new voice assistant began to operate fully in 2017. It was a replacement for the outdated DTMF IVR, use of which was difficult due to the difficulty of working with the menu by pressing a lot of buttons and the lack of an intuitive or predictive service path. The tool itself is a complete solution of digital self-service. The main purpose of operation is the processing of standard customer applications. The tool itself stands on three pillars such as informing, operational part (connecting / disconnecting services) and transfer to the agent.
Through the use of the Speech IVR system, Kcell really reduced the load on call-center operators, but this did not lead to reduction of staff, said Assem. Artificial intelligence has allowed the Operator to transfer most of our employees to other customer service field.