title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð°ÑÑ Ð¸ÑÐµÐºÑÑÑÑ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° ÑÐµÐ»ÐµÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð³Ð¾ Ð¾Ð¿ÐµÑÐ°ÑÐ¾ÑÐ° Ñ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸ÐµÐ¼ ÑÐµÑ Ð½Ð¾Ð»Ð¾Ð³Ð¸Ð¹ Ð¸ÑÐºÑÑÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¸Ð½ÑÐµÐ»Ð»ÐµÐºÑÐ°/ Call center architecture development for a telecommunications operator using artificial intelligence technologies
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¼Ð°Ð³Ð¸ÑÑÑÐ°
titleType: Subtitle
title: Call center architecture development for a telecommunications operator using artificial intelligence technologies
Creators: name: Ð¢ÑÑÐ¸Ð½Ð°, ÐÐ»ÐµÐ½Ð°
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2024
Subjects: ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑ
ÑÐµÐ»ÐµÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ Ð¾ÑÑÐ°ÑÐ»Ñ
Ð¸ÑÐºÑÑÑÑÐ²ÐµÐ½Ð½ÑÐ¹ Ð¸Ð½ÑÐµÐ»Ð»ÐµÐºÑ
Ð³Ð¾Ð»Ð¾ÑÐ¾Ð²Ð¾Ð¹ Ð¿Ð¾Ð¼Ð¾ÑÐ½Ð¸Ðº
ÑÐ°ÑÐ¿Ð¾Ð·Ð½Ð°Ð²Ð°Ð½Ð¸Ðµ ÑÐµÑÐ¸
call center
telecommunication industry
artificial intelligent
voice assistant
speech recognition

description: Ð¦ÐµÐ»ÑÑ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ ÑÐ²Ð»ÑÐµÑÑÑ Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð¸Ðµ Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÑ ÑÐµÐ»ÐµÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð³Ð¾ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° Ñ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð¸ÐµÐ¼ ÑÐµÑÐ½Ð¾Ð»Ð¾Ð³Ð¸Ð¹ Ð¸ÑÐºÑÑÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¸Ð½ÑÐµÐ»Ð»ÐµÐºÑÐ°. ÐÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð²ÑÐ¿Ð¾Ð»Ð½ÑÐ»Ð¾ÑÑ Ð½Ð° Ð±Ð°Ð·Ðµ Ð¾Ð¿ÐµÑÐ°ÑÐ¾ÑÐ° ÑÐµÐ»ÐµÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½ÑÑ ÑÑÐ»ÑÐ³ Â«IntLineÂ». ÐÑÐµÐ´Ð¼ÐµÑ ÐÐÐ  ÑÐµÐ¸Ð½Ð¶Ð¸Ð½Ð¸ÑÐ¸Ð½Ð³ Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÑ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° ÑÐµÐ»ÐµÐºÐ¾Ð¼ Ð¾Ð¿ÐµÑÐ°ÑÐ¾ÑÐ° Ð´Ð»Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÑ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð² ÑÐ°Ð±Ð¾ÑÑ. ÐÐµÑÐ¾Ð´Ñ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: ÑÐ±Ð¾Ñ Ð¸ Ð°Ð½Ð°Ð»Ð¸Ð· Ð´Ð°Ð½Ð½ÑÑ, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð², ÑÐ±Ð¾Ñ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹, Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÑ, ÑÑÐ°Ð²Ð½Ð¸ÑÐµÐ»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð·, Ð¾ÑÐµÐ½ÐºÐ° Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÑ. ÐÑÐ½Ð¾Ð²Ð½ÑÐµ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÑ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: - Ð¾ÑÑÑÐµÑÑÐ²Ð»ÐµÐ½Ð¾ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ðµ Ð½Ð°ÑÑÐ½ÑÑ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ð¹ Ð½Ð° ÑÐµÐ¼Ñ ÑÐ°Ð·Ð²Ð¸ÑÐ¸Ñ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ¾Ð² Ð¸ Ð³Ð¾Ð»Ð¾ÑÐ¾Ð²ÑÑ Ð¿Ð¾Ð¼Ð¾ÑÐ½Ð¸ÐºÐ¾Ð² Ð² Ð½Ð¸Ñ; - Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐµÐºÑÑÐµÐ³Ð¾ ÑÐ¾ÑÑÐ¾ÑÐ½Ð¸Ñ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° ÑÐµÐ»ÐµÐºÐ¾Ð¼ Ð¾Ð¿ÐµÑÐ°ÑÐ¾ÑÐ°; - ÑÐ°ÑÑÐ¼Ð¾ÑÑÐµÐ½Ñ Ð¸ Ð¿ÑÐ¾Ð°Ð½Ð°Ð»Ð¸Ð·Ð¸ÑÐ¾Ð²Ð°Ð½Ñ Ð²Ð°ÑÐ¸Ð°Ð½ÑÑ ÑÐµÐ°Ð»Ð¸Ð·Ð°ÑÐ¸Ð¸ ÑÑÐµÐ±Ð¾Ð²Ð°Ð½Ð¸Ð¹ Ðº ÑÐµÑÐ²Ð¸ÑÐ°Ð¼ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ°; - Ð¿Ð¾ÑÑÑÐ¾ÐµÐ½Ð° Ð¸ Ð¾ÑÐµÐ½ÐµÐ½Ð° Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÐ° ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° Ñ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸ÐµÐ¼ ÑÐµÑÐ½Ð¾Ð»Ð¾Ð³Ð¸Ð¹ Ð¸ÑÐºÑÑÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¸Ð½ÑÐµÐ»Ð»ÐµÐºÑÐ°. ÐÐ±Ð»Ð°ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð² ÐÐÐ  ÑÐ²Ð»ÑÐµÑÑÑ Ð´ÐµÑÑÐµÐ»ÑÐ½Ð¾ÑÑÑ ÐºÐ¾Ð¼Ð¿Ð°Ð½Ð¸Ð¸ ÑÐµÐ»ÐµÐºÐ¾Ð¼Ð¼ÑÐ½Ð¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½ÑÑ ÑÑÐ»ÑÐ³. ÐÐ°ÑÑÐ½Ð¾Ð¹ Ð½Ð¾Ð²Ð¸Ð·Ð½Ð¾Ð¹ ÑÐ²Ð»ÑÐµÑÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÐÐ¢-Ð°ÑÑÐ¸ÑÐµÐºÑÑÑÑ ÐºÐ¾Ð»Ð»-ÑÐµÐ½ÑÑÐ° Ñ Ð¼Ð¾Ð´ÑÐ»ÑÐ¼Ð¸ Ð½Ð° Ð±Ð°Ð·Ðµ Ð¸ÑÐºÑÑÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¸Ð½ÑÐµÐ»Ð»ÐµÐºÑÐ° Ð´Ð»Ñ Ð°Ð²ÑÐ¾Ð¼Ð°ÑÐ¸Ð·Ð°ÑÐ¸Ð¸ Ð¾ÑÐ½Ð¾Ð²Ð½ÑÑ Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð². ÐÑÐ²Ð¾Ð´Ñ. ÐÐ°Ð´Ð°ÑÐ¸ ÐÐÐ  ÑÐµÑÐµÐ½Ñ, ÑÐµÐ»Ñ Ð´Ð¾ÑÑÐ¸Ð³Ð½ÑÑÐ°, Ð¾Ð¿ÑÐµÐ´ÐµÐ»ÐµÐ½Ð° Ð¾Ð±Ð»Ð°ÑÑÑ Ð¿ÑÐ¸Ð¼ÐµÐ½ÐµÐ½Ð¸Ñ ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐ¾Ð².Â 
description: The purpose of the research is to build a telecom call center architecture with artificial intelligent technologies. The research was carried out on the basis of telecommunication operator Â«IntLineÂ». The subject of the thesis re-engineering the telecom operators call center architecture to automate key work processes. Research methods: data collection and analysis, process modeling, requirements collection, architecture modeling, comparative analysis, architecture evaluation. The main results of the study: - the study of scientific research on the development of call centers and voice assistants in them was carried out; - the current state of the telecom operators call center was analyzed; - variants of implementation of requirements to call center services were considered and analyzed; - the call center architecture with the use of artificial intelligence technologies was built and evaluated. The field of application of results is activity of a telecommunications services company. The scientific novelty is the development of IT architecture of call center with modules based on artificial intelligence to automate the main processes. Conclusions. The tasks of the thesis have been solved, the goal has been achieved, the scope of the results has been determined.