The Ukrainian Energy Exchange continues to introduce innovative technologies to improve the quality of customer service and operational processes. One of the key solutions was the use of artificial intelligence in the contact center and its test implementation to monitor the execution of contracts between participants in exchange trading.
Artificial intelligence is already fully operational in UEEX’s contact center. The technology automatically assesses the quality of customer service based on a number of important criteria, including:
- Communication skills – politeness, literacy, ability to communicate clearly and understandably;
- Awareness of exchange services – knowledge of the legislation and internal procedures of the Exchange;
- Technical support – the effectiveness of assistance on technical issues;
- Customer focus – the ability to create comfortable conditions for customers;
- Satisfaction of customer needs – providing accurate and comprehensive answers.
The introduction of AI can significantly improve the quality of service: reduce waiting time, provide quick responses to customer requests, and provide personalized service.
The UEEX team is also currently testing the use of artificial intelligence to monitor the execution of contracts between exchange trading participants. The technology helps to predict and monitor the execution of contracts, which helps to reduce the risk of default and increase market transparency.
The system is currently in test mode. The UEEX continues to improve it, and in the future it is planned to expand the functionality for deeper integration into exchange processes.
“The introduction of artificial intelligence is a strategically important step for the Exchange, allowing us to increase the platform’s efficiency and ensure market stability,” said Kostiantyn Shevchuk, UEEX Deputy CEO.