An AI assistant will speed up customer service in Kirov's mobile phone stores.

      The "Suflyor" system was created based on a generative neural network hosted within the company's internal network. Its information is updated daily and is available only to employees. The artificial intelligence helps consultants quickly answer questions about products, sales and service processes. The virtual assistant, in the form of a chatbot, was developed for more than five and a half thousand specialists in MegaFon and Yota retail stores.

      The assistant is primarily aimed at managers with up to six months' experience. With it, they find answers faster without consulting colleagues. Previously, finding information could take up to two minutes, but with "Suflyor" that time is reduced to a few seconds. The digital colleague simplifies onboarding for newcomers and helps them get up to speed more quickly, while helping experienced consultants handle work tasks more successfully and improve the quality of the service provided.

      "More than half of our retail team are young specialists aged 18–24. For them, technologies and AI tools are a familiar environment. That's why we are not simply implementing innovations, but speaking their language, making work processes more efficient and comfortable. The result was not long in coming: since the launch, 'Suflyor' has already received over ten thousand requests, 60% of which were sent by employees with up to one year of experience," comments Irina Balutina, Director of Customer Experience and Quality in Distribution.

      The system is in constant development: it is updated daily and will soon receive additional features. Integration with subscriber data is planned, which will make the service even more personalized.

      Last summer MegaFon also deployed the digital colleague "Everyday Hero" in its retail stores. It helps sales managers wrap up the workday, highlights an employee's strengths and weaknesses, and also generates personal tasks for the day.