T2's assistance has been sought by customers over 35 million instances
Russian mobile operator T2 has witnessed a significant shift in customer interactions, with an increasing preference for digital support channels, as revealed by a five-year analysis of customer interactions in digital channels. The operator's chatbot has become integral to this trend, processing over 35 million requests since its inception, with an average of 19,500 dialogues per day, representing a seven-fold increase over the period.
In an effort to enhance digital service to clients, T2 maintains an active presence on its website and mobile app, employing the chatbot as a primary tool for processing user requests. The operator documented a steady increase in interest in this support channel, with the number of requests increasing seven-fold over five years from 2020 to 2024.
Notably, T2 observed a shift in user preferences, as the proportion of clients resolving issues with the chatbot's assistance rose from 5% in 2020 to 42% by 2024. The most active chat audience consists of users aged 25 to 39, accounting for 43% of all requests. The three most commonly requested topics are operations with numbers, questions about tariffs, and self-service functions.
T2 continues to expand the chatbot's capabilities, allowing it to solve a wide array of tasks, including connecting services, detailed expense analysis, and instant transmission of information about suspicious numbers for big data experts. Over the past five years, the share of automated solutions has increased by 18%, significantly reducing request processing time, redistributing operator workload, and improving service quality. As a result, the Customer Satisfaction Index (CSI) rose by 34% during this period.
For the summer season, T2 added a new interactive function to the chat, enabling users to engage playfully with a colorful animation and a humorous response from the chatbot's didactic avatar, Mia, upon typing the simple command "Summer, come!"
Broad trends in digital transformation and user behavior, including the preference for online interactions, the migration from physical to digital services, and the growing reliance on personalized and automated support, have contributed to the rise of chatbots like T2's, as operators modernize their customer service offerings.
In the Russian market, this evolution is further influenced by increasing digital literacy, as well as broader digitalization efforts and government policies fostering the adoption of online and automated services. These trends underscore the growing importance of chatbots and digital platforms in meeting user expectations and ensuring operational efficiency.
Technology and artificial-intelligence play crucial roles in T2's digital transformation, as the operator's chatbot, powered by AI, handles over 19,500 dialogues per day and processes millions of requests since its inception. The chatbot's capabilities have grown significantly over the years, allowing it to tackle a wide array of tasks and automate 18% of solutions, thereby improving service quality and customer satisfaction.
