Sergey Ulyanov believes that robots have made great

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Alexey Bogomolov, Director of the Transformation Strategy Practice at Reksoft Consulting, also noted that the task of automatically informing about debt and procedures for it is psychologically difficult for a contact center employee. Among other reasons for implementation, he named increased employee productivity and improved customer experience: "When automating contact centers, companies strive not only to reduce costs for standard information tasks. AI allows for additional analysis of the request, the history of interaction with the client, and classifying the task, which opens up the possibility of not only direct savings, but also a more focused approach to problematic or exclusive situations. Thus, the conducted analysis of companies' needs for AI bots revealed that more than 75% of organizations will implement such solutions specifically to increase the productivity of support specialists and improve customer experience."

strides in recent years: "They can germany whatsapp number database even cough like a human, so it will be difficult to distinguish them from a live specialist. The systems also allow you to adjust the timbre, speed of speech, and adapt the script and speaking features to the client's psychotype. However, I would like to emphasize that there is not a single organization where robots could replace live call center employees 100%. The "people-robots" ratio depends on the level of technological maturity of the business, the client segment in which the company operates, as well as on more subtle settings: gender and age structure or the depth and size of debt."

Alexander Krushinsky named two technological features of projects to automate debt collection: "The main specificity of any projects to implement voice robots is the impossibility of limiting the subscriber - what questions he will ask the robot and how he will react to the robot's remarks. Therefore, it is very important to ensure an adequate response of the robot to the client's specific questions. And for this, a whole range of specific techniques is used - both at the level of the speech recognition technologies used, and at the level of designing the dialogue scenario itself. It is also important for outgoing calls that the robot mimics a living person to the point of complete indistinguishability. For this, as a rule, the robot is made on a hybrid of pre-recorded remarks of a living person and synthesis. And so that sections of synthesized speech do not differ from pre-recorded remarks, the synthesis technology used must ensure the creation of a custom voice - copying the speaker whose recordings are used. Moreover, as a rule, different voices are used for different phases of collection. At the initial phases, this can be just a polite reminder. At the phases of large delays - stricter, harsher intonations."