Vodafone Ukraine is developing its own AI solutions, including AI for contact centers and Daria's digital avatar. For now, the technologies are working in-house, but eventually Vodafone may start selling them.
Vodafone Ukraine is developing its own AI solutions, including AI for contact centers and Daria's digital avatar. For now, the technologies are working in-house, but eventually Vodafone may start selling them.
In the spring, Serhii Boryslavskyi, head of the digital solutions and platforms department of Vodafone Ukraine, told dev.ua in an interview that the company has invested and plans to invest tens of millions in the development of AI solutions.
About 30 specialists were involved in the project to create their own AI model for contact centers. MVP was launched in May.
Now AI for contact centers listens to 100% of calls and at the end of the day gives advice to operators on how to improve sales, CEO of the company Olga Ustinova told Forbes Ukraine. "It gives a 20-25% increase in efficiency," she added.
In general, with the help of AI, information is available to employees every day, how efficiently they perform their work, what needs to be changed, how to change their script in communication with the client, etc.
Daria's digital avatar was presented in November. During the demonstration, it was said that it can conduct conversations with many users at the same time and provide them with advice in different languages, and even conduct trainings. But as Ustinova said: "with Daria, we are at the beginning of the journey - for now we are re-educating her."
The company does not yet make predictions about the opportunities to receive income from AI developments.
"This is an inside story. The focus is on optimizing funds and improving the quality of customer service. This will affect operating cash flow more than revenues. If the solution works well within the company, it will be possible to offer it to customers as well," said the CEO of the company.
