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13 December 2018
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ICL Services Win the Time of Innovation — 2018 Award

This year, the company won two awards — Product of the Year and Technology Innovation of the Year in the category of IT and Digital Technologies.

ICL Services has won its third annual Time of Innovation award — an independent award given for best projects and practices of innovation implementation, development, and enhancement.

This year, the company won two awards — Product of the Year and Technology Innovation of the Year in the category of IT and Digital Technologies.


For the Product of the Year, the Snariad service automation solution was presented. It has been designed for prompt response to customer support requests.

The other award, Technology Innovation of the Year, was for the robotised Service Desk which runs on a machine learning technology. «The main goal behind the service was to reduce time and labour costs for request pre-processing, which we successfully achieved», notes Dmitry Kashtanov, Director for Business Services and Application Services at ICL Services. «For example, an average of more than 7,000 requests is sent monthly by two hundred restaurants supported by the system. The robot takes 22 seconds to complete „its“ scope of the work, while the „human“ first line support needs several minutes on it.»

The awarding ceremony was hosted by Krasnaya Polyana during the third Innovations Leading to Qualitative Economic Growth conference.

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