Abstract
The purpose of the study was to analyze the experience of creating contact centers to serve customers in the field of telecommunications services with the involvement of operators and the latest technologies. Objectives. Conduct a comparative analysis of the work of a call center with regular operators and call centers using virtual assistants. Identify the advantages and disadvantages of using chatbots in the work of communication centers. Methodology. The methodological basis of the study is the study of available sources describing the advantages and disadvantages of customer service in the field of the Internet and telephony. Results. An analysis of the work of communication centers with experience in attracting information services was carried out. Conclusions. The optimal option for a call center is to combine live communication between employees and clients with the possible involvement of chatbots outside of working hours in order to reduce the load on operators and reduce client dissatisfaction with the inability to solve problems at the time of contact.
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