In two to three years, most requests from Russians to company support services will be processed by artificial intelligence systems. More than 50 Russian organizations are already testing advanced virtual assistants that can not only answer standard questions, but also analyze the essence of requests, instantly generate solutions based on internal documentation, and conduct a full-fledged dialogue.
MTS AI stated that such systems will reduce the processing time of requests by at least 20%, taking over 50–70% of the tasks of operators. The positions of the first line of support, where employees register applications or answer basic questions, will disappear.
New AI agents are fundamentally different from simple chatbots. They are trained on company data arrays, including dialogue records and documentation, which allows them to recognize context, customer intentions, and offer personalized solutions.
The introduction of AI will reduce the load on operators by 3–6 times, and the speed of solving typical requests will increase sixfold. For companies with a flow of hundreds of thousands of requests, this means multi-million dollar cost optimization.
Despite the progress, 5% of complex cases will remain with people. Experts believe that transparency is critical: customers should know whether they are communicating with an algorithm and have the right to switch to an operator.
The transition to AI support will make services more accessible: round-the-clock operation, instant responses even during a surge in demand, and the absence of the “human factor” are expected to increase customer satisfaction. For business, this will reduce call center costs by up to 30%, and employees will be able to focus on complex tasks.
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