EK Vostok Company

Tasks

• To digitize the appeals of consumers (individuals and legal entities) within the framework of servicing contracts of personal accounts for electricity consumption.
• Accumulate requests from all channels in a single user-friendly interface.
• Implement a single entry point to serve customers from different regions.
• Reduce the burden on operators by introducing chatbots and competent request distribution scenarios.
• Set up seamless integrations with the systems and services used by the client for data exchange and enrichment.

Implemented solution on the AMBER platform

1. We have set up a user-friendly interface for registering requests for operators, according to Customer requirements.
2. We have set up integrations to receive requests from channels: Telegram, Viber, VKontakte, Odnoklassniki, regional sites, Chatwood.
3. We have set up integration with the Elasticsearch full-text search program to get all customer data from related systems.
4. We have set up routing schemes for requests by operators depending on the receipt channel.
5. We have set up chatbots that help the Client receive standard information without involving an operator, and choose the preferred communication channel (text, video, audio), and set working hours for the Customer’s processing specialists, calculate the time for processing the request, determine the region, priority and other important parameters.
6. We have set up integration with the billing system used by the Customer on the 1C platform.
7. We provided the system administrators on the Customer’s side with the opportunity to configure the communication channels available to operators, depending on certain restrictions: competencies, regional binding, working hours, consumer groups and others.
8. We have ensured the storage of a complete history of consumer requests, call records, as well as the channels they use in order not to re-request data from Customers and to be able to contact the customer.
9. We have set up integration with the Infinity Call Center. During a conversation in Amber, the request window automatically opens and all known data on the Client (contact information, personal account, previous requests, and more) is pulled up.
10. We have set up integration with TrueConf VCS for video chats and conferences.
11. We have set up the possibility for Customers to sign standard documents received from 1C with an unqualified digital signature via SMS (changes to personal accounts, meter checks, etc.).
12. We have set up informative analytics on requests in various cross-sections: the load on operators, statistics on requests by type, channels, regions, and topics.
13. We have set up a dashboard showing the current employment of operators.
14. We have set up integration with mail.

What did the Customer get as a result of the implementation

• Customer service from all sources used is conducted in a single window mode, which increases the convenience of operators.
• The implemented solution allows you to flexibly manage the load on operators, which significantly reduces the average processing time of requests.
• The ability for customers to choose their preferred communication method increases their loyalty to the Company.
• Customized analytics makes it possible to quickly identify bottlenecks and take timely measures to eliminate them.

System development

In the coming year, the project team from EK Vostok and Amber will work together to improve the efficiency of the implemented solution within the framework of the Support Agreement, expand customer service functionality, and work on further reducing the processing time of requests.