Translated with AI from the Russian original.
The updated version of MTS Exolve contact center features AI solutions, including AI-based speech analytics systems, and a Co-Pilot to support operators. In addition, all communication methods - voice, chat, messengers and email are integrated into a common interface.
One of the key features is the support for both built-in AI solutions and the ability to integrate third-party GPT models. Speech analytics and conversation transcription allow you to recognize and decipher dialogues with customers, identify key topics and emotions of interlocutors, detect problem areas, monitor compliance with scenarios and improve the quality of service.
Another innovation is intelligent routing of requests, which uses data from CRM and helps to direct customer requests to the right specialists.
The solution is implemented on the basis of domestic software and can be deployed both in the cloud and in the customer's IT infrastructure.
