Working in a contact center is a difficult and exhausting task.
Working in a contact center is a difficult and kuwait phone number search exhausting task. Let's remember 2014, when the occupation of Crimea and the fighting in Donbas took place. The flow of calls was so large that customers waited on the line for 15-20 minutes. People were worried, they wanted to understand how to withdraw their funds and what to do in a crisis.
Back then, working in a contact center was a real challenge. Night shifts, calls at three or four in the morning, constant workload — 160 calls a day! It was a tough rhythm: I only had time to drink water and run to the toilet.
The contact center handled about 30 million calls annually , one of the heaviest workloads among Ukrainian banking institutions. Over 100 employees, huge costs for personnel, workplaces, and technology — all of this required significant investments.
Sophia the Robot
To reduce the workload on employees and optimize costs, a few years ago we decided to introduce artificial intelligence into the work of the contact center. This is how the robot Sophia appeared, which now processes some of the client's requests. When a client calls the bank, his request is answered not by a person, but by a robot that interacts based on generative audio intelligence.