Teboil company has placed on its website a virtual assistant based on artificial intelligence. He helps select oils and lubricants, answers customer questions and works seven days a week. The system is capable of processing thousands of requests per day without involving live operators. Yandex B2B Tech specialists and the Neoflex company worked on the project.
The bot is based on the YandexGPT language model, supplemented by the RAG mechanism – this means that the answers are generated based on a pre-loaded knowledge base, and are not simply generated from scratch. The algorithm analyzes the request, determines what type it is, and provides accurate information from technical documentation or product cards. Now the assistant solves three tasks: provides answers to frequently asked questions, selects lubricants according to the required parameters, and works with documentation. In these scenarios, the accuracy is greater than 90 percent.
If the question is too complex or beyond the scope of the trained scenarios, the bot suggests contacting real Teboil specialists. At the same time, all dialogues are analyzed – this allows you to identify new types of requests and constantly retrain the model. Over time, the proportion of requests that the system can process without human intervention will increase.
The company expects that implementation of an AI agent will speed up customer service and relieve technical support. For users, this is an opportunity to receive qualified advice at any time of the day, without waiting for an operator’s response.
Source: Vedomosti
