K2Tech and BSS have deployed an AI-powered voice assistant for the contact center of the construction retailer Petrovich. The system handles over 8,000 calls daily, identifying the purpose of each inquiry and routing customers to the appropriate operator group.
The implementation replaced an outsourced contact center service. The AI assistant is integrated with corporate telephony and the operator's workstation, providing staff with context and information collected during the initial automated interaction.
The project included the development of dialogue scenarios and no-code tools, allowing the retailer to independently update the system. The team also implemented an analytics dashboard to monitor performance and identify new inquiry patterns.
As a result, the time required to connect a customer with a specialist dropped from 53 to 30 seconds, a 1.7-fold improvement. The success rate of call routing reached 95 percent.
