This was announced by the Director of Digital Product Development and Chief Product Officer at Kyivstar.Tech, Mikhail Nestor, in an interview with dou.ua.
“We are currently preparing to relaunch our support bot. This means that there is a chatbot whose conversation precedes talking to a live person in the chat. Usually, we all try to skip this stage. In the past (and this applies to any company), this technology was quite imperfect. However, today, thanks to generative AI, this is radically changing; it can effectively recognize what a person writes,” Nestor noted. “Let’s remember how we interact with ChatGPT. The technology is only a few years old; it's a very recent development, even though it may seem like we've been using it for a long time.”
He emphasized that modern technologies enable efficient recognition of natural speech, analysis of user intentions, and matching them with the portfolio of products, services, or knowledge bases. This allows for not just providing relevant answers but also swiftly addressing customer requests. For instance, the chatbot can connect or change a tariff, activate roaming, or show the account balance. This approach is based on a comprehensive dataset of subscriber interactions with Kyivstar.