The chatbot independently resolves more than half of Rostelecom customers' inquiries.

      October 21, 2025, 14:24 — Society

      Rostelecom analyzed customer technical support requests — 60% of them are successfully handled by the chatbot without being transferred to an operator. More than 500,000 requests pass through the chatbot monthly, and the overall level of request automation at Rostelecom has exceeded 40%.

      Rostelecom’s chatbot implements more than 50 smart scenarios that allow customers to independently diagnose an internet problem and submit a request for a technician visit, agreeing on the time of the appointment. This approach is three times more effective than interacting with an operator, and nine out of ten customers rate the chatbot’s performance four or five out of five.

      For subscribers’ convenience, the chatbot can offer to choose questions from a list of frequently asked ones or view a top list of popular topics. This increased the level of request automation by 20%.

      In addition, when entering the chat users now receive alerts about outages and other issues affecting internet service. Thanks to this, twice as many customers receive prompt responses to their questions during peak hours.

      Evgeny Zhukovich, Director of Customer Service at Rostelecom: “Rostelecom specialists literally collect feedback from our subscribers around the clock and analyze it: in the past year alone we have optimized more than 25,000 customer–bot interaction scenarios. Our chatbot is integrated with the CRM system, which allows operators to work in a single window, significantly simplifying their work and reducing service time. We are pleased to see that users give high marks to the improved tools.”

      This year Rostelecom introduced a corporate sticker pack in the chatbot, which has already been used more than 1 million times, as well as a message-quoting function. Both innovations have received high praise from customers and operators.

      If further communication with an operator is required, customers can, while waiting, watch trailers of new releases from the Wink online cinema directly in the chat and choose a film for evening viewing.

      You can learn more about Rostelecom’s services on the company’s website or by calling the single toll-free number 8 800 100 08 00.

      Photo provided by PJSC Rostelecom.

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