In ten years, 80% of calls will be processed automatically: instead of operators in call centers, robots will process requests of Russian citizens.
This forecast was given by Alexey Aylarov, Head and co-founder of Voximplant, cloud platform for developing real-time communication apps with full control over voice and video.
He attributes this to the powerful development of artificial intelligence technologies, speech recognition and synthesis. According to him, in 2019, about 12-15% of all calls made between businesses and customers in Russia were processed automatically.
This year, the automation of contact centers is growing and continues to be introduced by both business and the state. The expert noted that during the COVID-19 pandemic, the Ministry of Health of the Moscow Region made about a million automatic calls to citizens to notify about the opening of an electronic sick-leave and clarify the state of health of those in quarantine.
Alexey Aylarov - Head and co-founder of Voximplant