In 2018, the jury reviewed over 200 projects. Noda Erudite voice bots developed by NODA for the Russian Post customer support service won in the Artificial Intelligence nomination
Within the project, NODA developed three robotic services with the following functions:
When the quality of speech recognition causes any doubt, the voice service reroutes the call to a human agent or IVR menu. Besides, if the caller has any problems speaking to a bot, they can switch to a live agent any time.
This solution not only boosts operational efficiency; it also prevents professional burnout of the customer service staff. As a result of the project, the cost of processing calls about postal item status has dropped more than 6-fold; some 30 agents have been relieved of routine operations and transferred to perfrom more complex tasks.