"Russian Post" has launched a digital service for communicating with customers in the Max messenger. This was reported in the company's press service.
The new omnichannel platform allows the "Russian Post" contact center to process messages from users and organizations throughout the country. The technological partner of the project is the Russian company CraftTalk, the developer of an AI platform for communications and knowledge management, which is part of the Skolkovo Foundation.
The integration of the national Max messenger took several days. Now, customers can contact "Russian Post" via chat to send a letter or parcel, make an appointment at a branch, or call a courier. If necessary, the system forwards the request to an operator.
According to Dakhir Semenov, Director of Online Channel Management at the company, the number of messages from customers on social networks and messengers has almost doubled in the last three months.
Denis Petukhov, CEO of CraftTalk, noted that the platform is integrated with the internal systems of "Russian Post", which ensures quick and accurate responses to user requests.