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Astana at dusk: a view across the river to Khan Shatyr and Baiterek

Customers want a fast, correct answer.Banks want that answer to cost less.

  • 30–⁠90 days
  • on the bank’s hardware
  • 3 metrics and a load check
Discuss a pilot →How we propose to test it
  1. Understand the topic and the gist
  2. Decide: answer itself or pass on to a specialist
  3. Advise correctly or hand over correctly

One call, step by step

The savings come from questions the digital employee closes on its own and correctly, with no agent and no repeat call. The harder those questions, the bigger the savings.

  1. The caller explains in their own words. The digital employee can say that it is an AI.

  2. The digital employee closes the questions assigned to it on its own and passes the rest to a specialist.

  4. The specialist gets the topic and gist of the call right away.

Example
Incoming call
Caller

“I sent a transfer, but the recipient still can’t see it”

ASH digital employee
Topic
  • Transfersgist: transfer not received
Answers itself
Passes to a specialist
Specialist screenTransfers
Topic
Transfers
Gist
Transfer sent, recipient can’t see it

What we propose to test

We will test on your calls how the digital employee understands the topic, decides who answers, and answers itself or passes the call to a specialist, and whether it holds up under load. We will start with the simplest and most frequent questions.

The pilot runs in Kazakh and Russian; other languages, including English, come with implementation.

A lattice communications tower on the steppe under an overcast sky

How we propose to test it

This is our proposal, and we will adapt it to your contact centre.

Preparation

  1. we sign the agreement
  2. we go through your information security review and get access
  3. we get the list of topics, the call recordings and the documents
  4. we deploy the solution on your hardware and set up a basic connection to telephony and to your systems through MCP servers, if you have them
  5. we train the digital employee on your materials
  1. 1

    As it is today

    we watch how your specialists handle these calls

  2. 2

    The digital employee only listens

    callers don’t hear it; we compare its decisions with those of your specialists

  3. 3

    Answers, specialist nearby

    callers hear the digital employee, your specialist is nearby and steps in if needed

  4. 4

    Handles a small share of calls itself

    callers hear the digital employee; we count whether it understood the topic and gist, closed the question itself and correctly, handed over correctly, and whether it holds up under load

  5. 5

    Report and your decision

    At the end of the pilot you receive a report. It sets the results next to the targets from the agreement, before and after on the same topics, the reasons for handovers to a specialist, a review of the recordings and our fixes. If there is a control group, we compare with it too. After that, the decision is yours.

Almaty at dusk: city lights and snow-capped mountains on the horizon

What we propose to measure

The digital employee closed the question itself, correctly

The share of assigned questions the digital employee closed on its own: no agent and no repeat call. We check the answers against transcripts.

We subtract repeat calls.

The digital employee understood the topic and gist

The share of calls where the digital employee’s topic and gist matched the assessment of the joint check.

The topic decides who answers the caller.

The digital employee handed over correctly

The share of transferred calls that reached the right group the first time.

The caller goes straight to someone who can solve it.

The digital employee described the problem correctly

The specialist gets the topic, the gist and the caller’s words. How to judge the description is settled before the start.

The caller doesn’t have to repeat anything.

Holds up under load

First all parallel conversations are busy, then a stream of calls arrives with a queue. We check that the system doesn’t fail and the answers don’t get worse.

Meeting

Let’s discuss your pilot

An ASH representative will explain how the digital employee works and draw up the pilot plan with you: topics and targets.

  • Online or in person
  • A look at your task and data
  • A reply within one business day

Pick a time that suits you

Opens the ASH calendar with open slots and an email confirmation.

Choose a time(opens in a new tab)

or email us:a.ashimov@ash-kz.com