ICL Services took part in the CNews conference “Artificial Intelligence 2019”

At the CNews conference «Artificial Intelligence 2019» that took place on February 21, 2019, Dmitry Kashtanov, Deputy Executive Director of Digital Transformation at ICL Services, spoke about the project of automation of client’s calls to the Service Desk using machine learning technologies.

Dmitry noted that at the first stage, the robot could not identify about 60% of requests, fulfilled about 15% of them and sent about 25% of requests for human-made verification. However, even this helped to reduce labour costs for request processing by 7%.

The applied machine learning technologies are aimed to increase recognition accuracy. The decision-making algorithm was being sent to the experts so that they could make corrections to it. As a result, recognition accuracy was increased up to 70%.

To watch the performance of Dmitry Kashtanov and learn how to start implementing this technology right now in almost any company, please, visit the official YouTube channel of ICL Services.