Epicenter Network has launched an artificial intelligence-based virtual assistant, which already independently processes about a third of contact center calls. The company plans to gradually expand its capabilities and increase the share of automated responses to 70% by 2026.
Epicenter Network has launched an artificial intelligence-based virtual assistant, which already independently processes about a third of contact center calls. The company plans to gradually expand its capabilities and increase the share of automated responses to 70% by 2026.
As the company reports in a press release, the first release of the service was launched in October. It already includes more than 50 self-service scenarios: the assistant can prompt the status of the order and delivery times, change the recipient or contact number, extend the storage period, change the composition of the order or cancel it, help with payment, and tell about the opening hours of shopping centers, ATMs, and delivery points.
The AI assistant runs on Epicenter’s proprietary artificial intelligence model, based on OpenAI technologies, and a microservice architecture that is connected to logistics and operational systems. The service is integrated into CRM, so the company can connect it to almost all digital channels where customers make inquiries.
According to the results of the test period, the virtual assistant processes about 30% of requests without the participation of an operator. According to the company’s assessment, 87% of customers were satisfied with the solution offered by AI, and in dialogues where the assistant transferred the conversation to the operator, the satisfaction level reached 92%. By the end of the first quarter of 2026, Epicenter plans to release the second release of the service and gradually increase the share of automated requests to 70%.
The assistant is currently available in Telegram and Viber bots for users of the online store epicentrk.ua, as well as in private messages on Facebook and Instagram. By the end of the year, the company intends to connect about ten more channels: online chat on the website, email, contact forms, application pages in the App Store and Google Play, Google Maps, QR codes, etc.
For large retailers with massive contact centers, such solutions are actually becoming the new standard for working with customers: AI takes over routine requests, speeds up order processing, and relieves operators of the burden, leaving them with more complex cases that require live communication.
Previously, dev.ua wrote about how, after massive shelling of energy infrastructure and widespread power outages across Ukraine, the Epicenter shopping mall chain recorded a sharp increase in demand for products for autonomous energy supply.
