To process customer requests, the Russian Post has launched its own voice assistant based on Yandex SpeechKit technology, according to the press centre of the post. The voice assistant helps in finding the post offices’ addresses, the information about the opening hours of the offices, and the status of parcels and letters.
It is noted that already 30 per cent of customer requests are processed automatically. The new service is particularly effective in coping with peak loads. It is specified that the dialogue time was halved, so from an average of 3 minutes when communicating with an operator it has been reduced to 1.5 minutes when communicating with a voice assistant.