Chat Bot T2 helped customers more than 35 million times

T2, the Russian mobile operator, analyzed the dynamics of customer calls to digital channels and revealed the key trends in the user transition to online formats of interaction.

Over the past five years, the company’s chat boot has processed over 35 million requests, which on average is 19,500 dialogs per day and corresponds to 7-fold growth for the period. More and more users choose digital support, confirming trust in virtual assistants.

T2 continues to develop the client service in digital channels: on the site, in the mobile application. One of the key tools for processing user requests is a chatbot. The operator analyzed the share of appeals to the virtual assistant in 2020–2024. And he recorded a steady increase in interest in this support channel – in five years, the number of requests has increased by 7 times.

The company notes a change in user preferences: if in 2020 only 5 % of customers resolved issues using a chatbot, then by 2024 this figure increased to 42 %. At the same time, users aged 25 to 39 years became the most active audience of chat – this group accounts for 43 % of all appeals. The operator identified three main topics of requests in the chatbot: in the first place-operations with the number, then questions about tariffs and requests for self-service functions are going on.

T2 continuously expands the functionality of the chatbot. Today, the virtual assistant solves a wide range of problems – from connecting services, details of expenses to instant transmission of suspicious numbers for Big Data experts analysis. Over five years, the share of automated solutions increased by 18 %, which allowed to reduce the time of processing of queries, redistribute the load on operators and improve the quality of the service. The customer satisfaction index (CSI) over this period increased by 34 %.

By the summer season, the company added a new interactive function to the chat. To “activate” summer, just write a message: “Summer, come!” – A colorful animation with flowers and the comic answer to Mia will appear on the screen.

Advertising. LLC “T2 MOBALL”. ERID: 2VFNXWBCPRT