MTS talked about the future of AI operators in support services

Over the next two to three years, most of the tasks of operators will be transferred to intelligent systems, and support staff will be left with only the most difficult cases, Dmitry Chernous, head of technology consulting at MTS AI (part of MTS), told Izvestia.

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Already, more than 50 Russian companies are testing virtual assistants for working with clients and technical support. According to Chernous, AI assistants will do from 50 to 70% of the work that support staff are currently doing.

For non-standard or complex requests, AI operators will offer ready-made algorithms for actions: step-by-step instructions for returning goods, troubleshooting technical problems, or handling complaints. This will reduce the burden on operators and reduce the number of errors, the expert emphasized.

"Despite the development of voice technology and emotional synthesis, personal interaction will still be necessary in difficult cases. Restoration of trust, apologies, empathy, support in crisis situations — all this will remain the sphere of a person, the so—called emotional support," he said.

Read more in the exclusive Izvestia article:

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