In November 2016 Kcell, a major telecommunications provider in Kazakhstan, chose to trust Omilia with the delivery of a conversational customer care portal. Fully functional in both the Kazakh and Russian languages it aimed to prove the superior results of DNN (deep neural networks) and NLU (natural language understanding) technology over existing DTMF technology.
Commercial launch followed shortly after at the end of April 2017 and significant positive improvements were noticed within the first 2 weeks. Due to the significant drop in lost calls, we are now able to process a larger volume of calls with less effort, and with the help of the virtual consultant we have been able to additionally improve customer service since 9 out of 10 customers will wait less than a minute to get automated service or be transferred to an agent.