The updated version of MTS Exolve contact center features AI solutions, including AI-based speech analytics systems and a Co-Pilot for operator support. Additionally, 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 enable the recognition and deciphering of dialogues with clients, identifying key topics and emotions of the interlocutors, detecting problem areas, monitoring compliance with scripts, and improving service quality.
Another innovation is intelligent routing of requests, which uses data from CRM and helps direct customer inquiries to the appropriate specialists.
The solution is implemented on the basis of domestic software and can be deployed both in the cloud and within the customer's IT infrastructure.
