Companies can create AI bots to analyze dialogues between customers and operators.
The Yandex B2B Tech team introduced AI assistants for checking service quality in contact centers and identifying communication issues.
These digital assistants can automatically determine customer satisfaction levels, compile dialogue summaries, and provide recommendations for improving service. They can also be used to analyze offline communications and HR interactions. In the Yandex SpeechSense speech analytics service, companies can create their own assistants or use ready-made ones.
As Yandex emphasized, in large companies they can save hundreds of hours when processing thousands of dialogues daily. During two months of testing, more than 30 organizations created about 700 assistants, including Renaissance Life and Urent.
Elena Belobrova, Head of ML Services Business Development at Yandex B2B Tech, emphasized that the new functionality makes it possible to quickly gain insights from dialogues, expanding the use cases for communication analytics.
