A representative of the press service of 3iTech told a ComNews

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Rostelecom Contact Center (a subsidiary of PJSC Rostelecom) and 3iTech, a Russian vendor of artificial intelligence (AI) solutions for business, have begun the practical implementation of a large language model (LLM) in the speech analytics system of Rostelecom's contact center. According to the developers, AI will fundamentally change approaches to communication with clients and methods for processing their requests.

The implementation of LLM in egypt whatsapp number database the work of the Rostelecom Contact Center should improve the quality of service and ensure comfort when contacting the operator, and will also help to establish the correct distribution of questions to the company's specialized specialists if they cannot be resolved in an automated way.

correspondent what the economic effect of implementing the product is: "The economic effect consists of increasing the productivity of the contact center (CC) and replacing part of the work of its operators with new technologies. For example, LLM successfully solves the tasks of filling out documents that were previously done by a person, which took time. In absolute or relative terms, the economic effect will be correctly assessed as the already implemented LLM is used. But the implementation stage has just begun. It is also important to note that there is currently a shortage of operators for contact centers on the market, so the implementation of LLM also helps to overcome the personnel shortage of CCs. As for our investments in R&D LLM, in 2024 they will amount to about 100 million rubles."

The 3iTech press service representative also added that there are other operators among their clients: "We are implementing LLM into our cloud services, which are already available to clients. Many of them will receive the ability to solve typical tasks in a number of cases. We also conducted implementation tests with clients where our speech analytics is installed on-premise, that is, on their servers. Unfortunately, we do not have the right to name them. But of course, we also have telecom operators among our clients."

Other telecom operators are also implementing large language models. A representative of the press service of PJSC MegaFon reported on the use of LLM in work processes: "MegaFon is also actively implementing a large language model. LLM in test mode helps the operator in communicating with the subscriber, accelerating the search for the right solution to the issue. In addition, we use it in some HR cases, for example, with the help of LLM, the writing of texts for vacancies is automated. The flexibility of the large language model allows it to be adapted to different tasks, which in the future can contribute to a reduction in costs and an increase in business efficiency."

Representatives of PJSC MTS, PJSC VimpelCom, PJSC Rostelecom, Akado, JSC ER-Telecom Holding, MCN Telecom did not respond to questions from a ComNews correspondent. OOO TransTeleCom refrained from commenting.