R Systems: AI conversational bots will be able to optimize 75% of call center activity by 2030

• Currently, intelligent conversational robots can have a conversation with a human interlocutor, in natural language, in Romanian, but also perform specific actions such as: authentication and identification of a customer, modification of some data from a contract and others – just like a human agent.

• These actions are performed instantly in a company’s internal systems, respecting the concepts of “data privacy” and “business privacy”. • R Systems offers intelligent conversational assistants, in Romanian, developed on the basis of the latest technologies from Microsoft and UiPath, capable of solving most calls to the companies’ call center services.

Intelligent conversational bots will be able to streamline 75% of call center activities by 2030, optimizing customer interaction and reducing operating costs, estimates R Systems, a global leader in technology and digital transformation services. Based on the increased demand for “customer support” services that are accessible non-stop, especially for companies with millions of customers such as those in telecommunications, public utilities, banking, insurance, R Systems launched, on the Romanian market, the agencies intelligent conversationalists, in Romanian.

The conversational bots were developed with the help of cutting-edge AI technologies from Microsoft and UiPath, being able to both respond in human language and solve, automatically and in real time, requests from customers. These “Intelligent Conversational Agents” are not limited to providing a set of predefined answers to the most frequently asked questions (FAQs), but can carry on a conversation in natural language, by voice or in writing, accurately detecting the intentions of the human interlocutor.

Beyond understanding the entire context of the discussion and the customer’s request, they provide the answers appropriate to the particularities of each customer account, and can perform – like a human agent – certain operations, such as accessing databases or solutions such as CRM, ERP or Customer Support Platform, to provide accurate and relevant information to the user of a service. By following a set of specific organizational procedures (for example, authentication as a preliminary action to the provision of private information), under conditions of maximum data security, an intelligent conversational agent can perform and process certain changes in the customer account on the spot, such as changing the parameters of a contract ( activating a new service, changing the existing tariff plan, changing mailing or billing addresses, updating contact data, etc.).

For example, for customers of utility companies, all these operations, validated by the applicant’s voice commands, will immediately be found in the contract, on the invoice and in the digital customer account (“My account”) of the respective utility provider.

R Systems estimates that the conversational bot can pick up and resolve most of the most common requests promptly, meaning that human operators will be able to focus on solving more difficult situations that occur less often. For the customer calling a “Customer Support” service, the intelligent conversational agent becomes a virtual assistant that can respond with relevant and accurate information (for example, the balance of an invoice, the remaining duration of the contract, the type of subscription contracted), without being require a wait time until a human consultant becomes available, all of which contribute to a significantly superior customer experience.

For the team in a call center, the same conversational agent is a virtual colleague, who always has all internal procedures and supporting documents at hand, providing the human agent with the information he needs, along with the relevant source from which it was extracted, all of which happening in real time and without errors. Last but not least, companies using such a solution based on artificial intelligence, such as large language model (LLM) and generative AI, can register a solid increase in the productivity of call center services, in terms of expanding the work schedule with the public of for 8-10 hours 24 hours a day, but without an additional cost with the recruitment, training and salary of some employees – an aspect that is increasingly relevant against the background of the staff shortage in several areas, including in call centers.

“We have rich international experience in the development and implementation of artificial intelligence and business automation solutions. We know that in order to optimize processes and service quality for our customers, it is essential that solutions incorporating conversational AI technology are well-designed, able to understand and respond according to the context and nuances of user interactions. Also, improvements based on customer feedback are crucial to a successful implementation. In addition, companies must be transparent about the use of AI in their services and ensure that customer data and privacy are protected. In the local market, we offer such innovative solutions – intelligent conversational bots – that especially help telecommunications, utilities, banks, insurance or public sector companies to create a competitive advantage from the implementation of cutting-edge technology, by increasing the level of satisfaction of customers and new business development opportunities”, said Raluca Rusu, Chief Executive Officer, R Systems Europe.

“Building on the latest technologies from strategic partners such as Microsoft and UiPath, the conversational bots developed by R Systems interact with a company’s existing systems without adding an additional level of complexity to them. The processing of customers’ personal data is done in accordance with the GDPR rules in the European Union, and the level of business privacy is guaranteed by Microsoft, as it is impossible for know-how, internal processes or any other confidential data to be accessed without authorization,” says Cosmin Tudor, Business Unit Director for Digital Practice, R Systems Europe.

According to R Systems’ analysis, the demand for services assisted by conversational AI robots, available 24 hours a day – continues to grow in Romania in the coming years, being aligned with global trends. Gartner, a prestigious global IT research and consulting firm, estimates that by 2026, the services provided by chatbots will generate $80 billion in savings in human resources costs recorded by call centers worldwide.

R Systems Europe has in its portfolio intelligent conversational bots, such as Nadia and Victor, which can respond to customers’ verbal requests, with applicability in several industries.