Here is an example of omnichannel automation of customer requests processing implemented by VOXYS for the Perekrestok retail chain.

Task: to increase the processing speed of customer requests.
Solution: a plan has been developed to change the requests distribution algorithm. VOXYS experts have developed and implemented a software solution with online monitoring and integration with the customer's ticket system.

Result: the processing period of requests was halved, and the CSI level increased from 80% to 95%.

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Task: to increase hotline capacity and with operators dealing only with complex and atypical requests.
Solution: development and integration of IVR menu voice robot, with the functionality of automatically informing customers about the addresses and work schedules of all supermarkets of the Perekrestok retail chain.
Result: during the pilot month, 3,816 calls were received of which 2,289 were targeted and were successfully processed by the robot. The rest calls were not related to the subject of the robot and were successfully transferred to operators. Following the results of the pilot it was decided to continue using the robot in IVR, as well as to regularly implement improvements and improve the functionality of the voice assistant, expanding the topics of consultations so that the robot were able to process more incoming calls automatically.

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Task: automation of customer service in social networks and on Internet sites.
Solution: an automatic monitoring of comments, appeals and customer reviews on social networks was implemented by the integration of the Medialogia social network monitoring system, which automatically accumulates all mentions of the Perekrestok brand from social networks, forums, review sites, geoservices (2GIS, Yandex.Maps, Google Maps), App Store and Google Play Market. The platform also allows one to track and collect mentions of the Perekrestok both from the official accounts of the company and from third-party public sites, pages and websites.
Result: with the introduction of the monitoring system, statistics on the number and topics of requests became available, it also became possible to measure the reaction time to user requests. Now the average reaction time is about 10-11 minutes (with a target of 15 minutes) for comments and reviews and about 6-7 minutes (with a target of 10 minutes) for appeals in private messages or direct.