{"id":5213,"date":"2018-04-04T09:36:00","date_gmt":"2018-04-04T09:36:00","guid":{"rendered":"https:\/\/investors.kcell.kz\/?p=5213"},"modified":"2023-12-04T09:37:18","modified_gmt":"2023-12-04T09:37:18","slug":"the-kcell-was-awarded-for-application-of-artificial-intelligence-in-customers-self-service","status":"publish","type":"post","link":"https:\/\/investors.kcell.kz\/?p=5213&lang=en","title":{"rendered":"The Kcell was awarded for application of artificial intelligence in customers\u2019 self-service"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>The Kcell won the award in nomination \u201cThe best practice in customers\u2019 self-service\u201d in the upmarket program of nomination of contact centers \u201cCrystal headset\u201d*. Virtual voice robots Zhanna and Kamila got the victory.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is the third crystal statuette for the Kcell. In 2016 the Kcell won in two nominations \u2013 \u201cThe practice of self-servicing of customers\u201d for virtual texts advisors at the websites of the company and \u201cThe best practice of customers\u2019 self-service in social networks\u201d.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In 2018 the Kcell showed the jury the customer service system using the artificial intelligence. Virtual advisors Zhanna and Kamila are the first robots in Kazakhstan which recognize the live speech and hold a dialogue with customers within the base of their knowledge. Robots help to subscribers with frequent issues and consult them on tariff plans, services of the company, balance, and contract phone numbers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This approach loads off the call-center and people in it. Operators get more time for solution of unusual issues of customers and for consultation on services of the company.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The effectiveness of Zhanna and Kamila is expressed in digits. The number of lost calls in the call-center reduced in 3 times. At that the number of subscribers who waited more than 1 minute for connection with operators increased by 35%. The important factor of effectiveness of robots is solution of subscriber\u2019s requests from the first call. Now it is more than 52 %. Artificial intelligence also helps to sell the services of the company. Sales thorough robots increased by 50% in comparison with the simple interactive voice menu.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Improving of customer service using digital tools is one of the stages of company digital &#8211; transformation.&nbsp;&nbsp;We deal with automation of business-processes and are inspired by harmony cooperation of human and artificial intelligence. I am glad that our robo-advisors Zhanna and Kamila received&nbsp;high experts\u2019 opinion at the \u201cCrystal Headset\u201d competition. It means that the application of artificial intelligence in self-servicing of customers becomes habitual reality. \u201cRobots can serve, they can sell and even increase the index of NPS customer loyalty, that has been fixed in our network after launching this service solution\u201d, &#8211; noted Arti Ots, Chief Executive Officer of the Kcell JSC.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cCrystal&nbsp;Headset\u201d has been awarded to the best contact-centers since 2005. In this year 300 nominees of more than 100 contact centers from Russia, Ukraine, Kazakhstan and Belarus participated in this competition.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">*<em>Society&nbsp;of CallCenterGuru professionals&nbsp;&#8211; society&nbsp;of industry professionals&nbsp;of contact-centers and remote customer\u2019s service unites more than 9000 business leaders and specialists from more than 1000 contact centers of Russia, Ukraine, Kazakhstan and other countries of the region.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Kcell won the award in nomination \u201cThe best practice in customers\u2019 self-service\u201d in the upmarket program of nomination of contact centers \u201cCrystal headset\u201d*. Virtual voice robots Zhanna and Kamila got the victory. It is the third crystal statuette for the Kcell. In 2016 the Kcell won in two nominations \u2013 \u201cThe practice of self-servicing &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/investors.kcell.kz\/?p=5213&#038;lang=en\"> <span class=\"screen-reader-text\">The Kcell was awarded for application of artificial intelligence in customers\u2019 self-service<\/span> Read More &raquo;<\/a><\/p>\n","protected":false},"author":17,"featured_media":2451,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"","footnotes":""},"categories":[13],"tags":[],"class_list":["post-5213","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-en"],"featured_image_urls":{"full":["https:\/\/investors.kcell.kz\/wp-content\/uploads\/2023\/10\/\u041a\u043e\u0440\u043f-\u043d\u043e\u0432\u043e\u0441\u0442\u0438-\u0440\u0435\u0448\u0435\u043d\u0438\u044f-\u0421\u0414.png",1920,881,false],"thumbnail":["https:\/\/investors.kcell.kz\/wp-content\/uploads\/2023\/10\/\u041a\u043e\u0440\u043f-\u043d\u043e\u0432\u043e\u0441\u0442\u0438-\u0440\u0435\u0448\u0435\u043d\u0438\u044f-\u0421\u0414-150x150.png",150,150,true],"medium":["https:\/\/investors.kcell.kz\/wp-content\/uploads\/2023\/10\/\u041a\u043e\u0440\u043f-\u043d\u043e\u0432\u043e\u0441\u0442\u0438-\u0440\u0435\u0448\u0435\u043d\u0438\u044f-\u0421\u0414-300x138.png",300,138,true],"medium_large":["https:\/\/investors.kcell.kz\/wp-content\/uploads\/2023\/10\/\u041a\u043e\u0440\u043f-\u043d\u043e\u0432\u043e\u0441\u0442\u0438-\u0440\u0435\u0448\u0435\u043d\u0438\u044f-\u0421\u0414-768x352.png",768,352,true],"large":["https:\/\/investors.kcell.kz\/wp-content\/uploads\/2023\/10\/\u041a\u043e\u0440\u043f-\u043d\u043e\u0432\u043e\u0441\u0442\u0438-\u0440\u0435\u0448\u0435\u043d\u0438\u044f-\u0421\u0414-1024x470.png",1024,470,true],"1536x1536":["https:\/\/investors.kcell.kz\/wp-content\/uploads\/2023\/10\/\u041a\u043e\u0440\u043f-\u043d\u043e\u0432\u043e\u0441\u0442\u0438-\u0440\u0435\u0448\u0435\u043d\u0438\u044f-\u0421\u0414-1536x705.png",1536,705,true],"2048x2048":["https:\/\/investors.kcell.kz\/wp-content\/uploads\/2023\/10\/\u041a\u043e\u0440\u043f-\u043d\u043e\u0432\u043e\u0441\u0442\u0438-\u0440\u0435\u0448\u0435\u043d\u0438\u044f-\u0421\u0414.png",1920,881,false]},"post_excerpt_stackable":"<p>The Kcell won the award in nomination \u201cThe best practice in customers\u2019 self-service\u201d in the upmarket program of nomination of contact centers \u201cCrystal headset\u201d*. Virtual voice robots Zhanna and Kamila got the victory. It is the third crystal statuette for the Kcell. In 2016 the Kcell won in two nominations \u2013 \u201cThe practice of self-servicing of customers\u201d for virtual texts advisors at the websites of the company and \u201cThe best practice of customers\u2019 self-service in social networks\u201d. In 2018 the Kcell showed the jury the customer service system using the artificial intelligence. Virtual advisors Zhanna and Kamila are the first&hellip;<\/p>\n","category_list":"<a href=\"https:\/\/investors.kcell.kz\/?cat=13&#038;lang=en\" rel=\"category\">Uncategorized<\/a>","author_info":{"name":"investors_admin","url":"https:\/\/investors.kcell.kz\/?author=17"},"comments_num":"0 comments","_links":{"self":[{"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/posts\/5213","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=5213"}],"version-history":[{"count":1,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/posts\/5213\/revisions"}],"predecessor-version":[{"id":5214,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/posts\/5213\/revisions\/5214"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/media\/2451"}],"wp:attachment":[{"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=5213"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=5213"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=5213"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}