ChatNavigator

Your Smart Virtual Business Assistant

Purpose

ChatNavigator’s solutions (chatbots, virtual consultants, bots,
voice assistants) make it possible to have natural dialogues
using text or voice communications, fill in document forms,
and consult databases. The VoiceKey platform facilitates voice
communications. Virtual assistants can communicate with both
large audiences and smaller groups such as customers and staff.

They can use all available communication channels, including
messaging apps, social media, websites, mobile apps, online
shops, and call centres. What’s more, these channels are
interconnected and integrated with external databases and
information systems, creating a single control point for service
scripts.

Results

  • Improved service efficiency
  • Easy deployment and achievement of targets
  • Increased customer
    loyalty
  • Enhanced data analysis options
  • Improved sales and collection performance
  • Implementation of an omni- channel service

20 mln

Unique customer enquiries
per month in a large state-
owned company

5 mln

Unique users of the service
per month

80 %

Accuracy identifying
subject of queries

RUB 20 mln

Reduction in payroll budget
in one contact centre within
the first 6 months

BENEFITS

  • AI and machine learning allow for accurate categorisation and quick, effective understanding and processing of queries.
  • Natural dialogue. Thanks to natural language processing (NLP), chatbots can communicate with customers the way a human would.
  • Visual editor. Service scripts are created in a user- friendly graphical interface.
  • Hybrid classifier. Script management based on algorithms and examples improves the accuracy of identifying customer queries.
  • Learning chatbot. The use of cases and neural networks facilitates further training of the chatbot to improve performance.
  • Relevant information and quick service. The bot quickly provides personalised feedback to authorised users via voice identification and accessing external databases.
  • Enhanced analytical tools. The system accumulates dialogues into a single database in order to analyse customer behaviour, improve scripts, and monitor service quality.
  • Proactive dialogue. The bot processes incoming requests and initiates a dialogue in order to promote a product or service, encourage repeat sales, and liaise with customers.
  • Automated script testing and adjustment reduce the need to involve web content managers.

Use cases

Recording orders/making bookings

Booking medical, beauty, and car repair appointments, reservation of hotel rooms, admission tickets, and tables in restaurants.

Customer surveys

Surveying customers on service quality and logging customer
complaints.

Reminders of orders/events

Reminders of medical, beauty, car repair appointments, and
conferences. Order confirmations on websites.

Notifying customers

Notifying customers of delivery status, account balance, and
upcoming payments.

Telemarketing

Notification of promotions and special offers. Transfer to actual
operators if interested.

Soft collection

Debt notifications and logging arrangements.

St. Petersburg

3-11-D, Gelsingforsskaya St., 194044
T: +7 812 325 8848
F: +7 812 327 9297
stc-int@speechpro.com