Russia’s M.Video goes live with Alyona virtual assistant

Russian consumer electronic retail chain M.Video has launched a virtual assistant called Alyona.

Voice processing technologies have, it says, enabled the company to reduce the workload of its contact centre staff, reduce response times and increase customer satisfaction and loyalty.

M.Video has added the AI-based system to its website, app and messenger services (WhatsApp, Telegram, Viber).

Alyona is integrated into the company’s internal IT and CRM systems and can assist with a range of questions – from checking the status of an order, to describing loyalty programme rules and checking product availability.

Alyona can also access customers’ shopping carts, order and viewing histories, and help with ordering or finding services and accessories.

Как расшифровываются буквы в слове «М.Видео»?

М — Можно забрать уже через 15 минут. Оформите заказ и сразу заберите в ближайшем магазине. pic.twitter.com/SzSQuuXkL7
— М.Видео (@mvideo) May 20, 2021

Stanislav Gorshenin, Customer Service Director at M.Video–Eldorado Group, owner of M.Video, says: “We started developing speech analytics a year ago and have already achieved excellent results.”

“In the context of the development of mobile technologies and the digitalisation of all processes, customers expect more and more speed from us.”

“We are meeting these expectations by providing almost instant access to support as well as efficiency in resolving issues brought to our attention. The Group is improving its communication channels, automation technologies and speech analysis.”

He adds: “We see huge potential in the development of this area, where contact centre operators needed two or three minutes to obtain information about customers, their orders and possible recommendations for services or goods, the digital consultant can manage in seconds and, at the same time, do so with more precision.”

“We plan to further expand the functionality of the chatbot, develop its area of responsibility, for example, in resolving customer requests, and teach it to better understand customers. At the same time, contact centre staff will be able to focus on resolving more complicated matters.”