X5 Retail Group tests out voicebots in Perekrestok and Pyaterochka call centres

Russian food retailer, X5 Retail Group, has started to introduce a voicebot system at its Pyaterochka and Perekrestok chains.

The platform can carry out various tasks and was developed in-house by the X5 Big Data department. The project also taps Yandex SpeechKit technology, part of the Yandex.Cloud online services platform.

Perekrestok and Pyaterochka call centres are starting to use a #voicebot that has been developed in-house by the X5 #BigData team. Voicebots will help conduct #NPS surveys and process client requests with regard to #loyalty programmes. #X5RetailGroup #X5Tech pic.twitter.com/KlmSMkAjXf
— X5 Retail Group (@X5_RetailGroup) October 1, 2020

Sergey Dobryakov, Big Data Development Director at X5, comments: “The main focus of our team right now is to scale the use of voice robots in the Pyaterochka and Perekrestok chains and to create a convenient app with a visual interface.”

He adds: “We plan to further develop the speech services platform to carry out functions that include order and delivery confirmation, screening interviews when hiring employees, carrying out surveys and research.”

“It will also be used to attract more customers to our mobile apps and loyalty programmes, and for consulting callers on a wider range of issues. The technologies we have developed allow us to make standard calls even more functional and efficient.”