"Rostelecom" has achieved 50% automation of customer support in chats using AI.

      March 30, 2026 14:11 Society "Rostelecom" has implemented a comprehensive solution for automating customer service and internal processes — the intelligent chatbot "Omnibot" and the knowledge base "ProKnowledge". The systems are already successfully functioning within the company's infrastructure, allowing for the automation of up to 50% of customer support inquiries.

      "ProKnowledge" is responsible for content creation and updating, information retrieval considering context, and generating responses using AI technologies. "Omnibot," in turn, automatically determines the intent (purpose of the inquiry) of requests and processes inquiries across various channels without operator involvement.

      The solutions demonstrate high performance: it has been confirmed in practice that up to 300,000 requests per day are handled in text channels of customer support. The system has implemented over 500 inquiry scenarios and trained more than 400 intents on its own data. This significantly reduces the processing time of customer inquiries, optimizes the workload on first-line support specialists, and accelerates the onboarding of new employees. As a result of the implementation, it has been possible to automate up to half of all customer inquiries.

      Dariy Khalitov, Deputy President, Chairman of the Board of "Rostelecom":

      "The implementation of 'Omnibot' and 'ProKnowledge' has been an important step for the company's customer service. These products help optimize support operations and expand the automation capabilities of internal processes within the 'Rostelecom' group. We have independently gone through the full cycle of digital transformation and, having successfully tested these solutions on our own processes and infrastructure, are ready to offer these products to our corporate clients and the public sector. They will help companies from any field to automate customer support and employee work tasks more quickly."

      Evgeny Zhukovich, Director of Customer Service for the mass segment of "Rostelecom":

      "For us, the implementation of artificial intelligence is not just following trends, but an opportunity to qualitatively improve service. Thanks to AI, we are automating the processing of simple inquiries for mass segment clients, which allows us to free up our operators' resources to address more complex and non-standard tasks. We approach the scaling of AI-based solutions very carefully: our goal is to create the most convenient and effective service for clients. That is why we carefully analyze their feedback and adapt our technologies to their needs."

      Alexey Dogadin, Director of the Competence Center for Intelligent Communication Systems and Data Management at "Rostelecom":

      "The technical solutions on which 'Rostelecom's' products are built are based on the best industry practices for working with data. Over four years, a team of specialists with deep expertise has successfully developed these solutions. The multifaceted nature of the tasks has allowed us to form a set of functions required for effective operation. As a result, the company has received a modern IT solution integrated into all areas of 'Rostelecom's' activities."

      The solutions are developed based on Russian software and comply with secure development requirements. The complex is suitable for both commercial companies and government structures. The system integrates with corporate platforms through a data service bus (ESB), which serves as a single information exchange center. Multi-project work is available for various functions — from customer support to HR.

      Photo provided by PJSC "Rostelecom".

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