How MODUS X Helped YASNO Boost Customer Service and Reduce Inquiry Handling Time by 22% Using Microsoft Azure OpenAI

Increasing the efficiency and speed of data processing is one of the priority tasks of YASNO, a company that is part of the DTEK Group. The company is growing rapidly, and customer support requests are increasing daily.

To optimize the contact center's work, YASNO, in collaboration with MODUS X experts, implemented an AI-powered assistant based on Azure OpenAI Service and Azure AI Search. Now, YASNO agents can find the necessary information faster, provide prompt answers to customers, and improve the quality of service.

Task

YASNO's contact center specialists handle more than 300 customer inquiries daily for DTEK’s subsidiary. Previously, processing each request took a significant amount of time, slowing down operations and impacting customer efficiency and satisfaction. Streamlining customer interactions has become a priority as the company continues to grow and serve millions of consumers. 

MODUS X became a technology partner for the implementation of this project.

“We realized that solutions driven by artificial intelligence (AI) could accelerate response times, automate routine tasks, and assist agents in resolving issues more efficiently,” shares Alex Vygodski, Head of Enterprise Applications and Technologies at MODUS X.

Implementing an AI Assistant

The main goal of creating an AI assistant was to increase contact center efficiency and reallocate existing specialists to handle more complex customer inquiries in the back office.

Microsoft products were selected as a reliable cloud solution for rapid implementation. What’s more, the company was already familiar with the Microsoft environment, having used the Microsoft Power Platform to improve debt management through data analytics, automation, and collaboration tools. This existing experience and user familiarity would make adoption smoother.

The company developed a visual interface within its Cisco contact center solution. This system integrates Azure OpenAI Service and Azure AI Search to provide real-time AI-generated recommendations in real time.

The AI-tool retrieves information from billing and accounting systems, knowledge bases, and other master data sources.

“With Azure OpenAI Service, we analyze dozens of dialogues in real time to provide comprehensive answers and resolve clients’ inquiries faster, increasing the return on investment (ROI) of customer success services,” shares Alex.

Results

​​The response from employees has been overwhelmingly positive, with AI-driven tools making daily tasks smoother and more efficient. 

“We are thrilled with AI's impact on our contact center,” shares Mykhailo Samokhvalov, Head of Information Technologies at YASNO. “The average handling time for customer inquiries has dropped from 4.5 minutes to 3.5 minutes, allowing us to serve customers faster and better.” 

This innovation has streamlined our operations and enhanced the overall customer experience.

“AI solutions have significantly improved our customer service by providing quick and accurate responses, freeing our agents to handle more complex issues. This has enhanced our efficiency and elevated the overall customer experience,” shares Sergii Kovalenko, Chief Executive Officer at YASNO.

The company is considering launching a customer-facing AI assistant, which is expected to resolve 80% of customer inquiries automatically. Following the successful pilot and official launch of the solution in the contact center, it is also pursuing a strategy to integrate AI-based solutions into its processes. It plans to utilize AI for real-time analysis of customer voice calls and for analyzing large volumes of calls to identify patterns and trends.