The CEO of the debt collection agency ABK, Maksim Koloskov, told RIA Novosti that collectors in Russia have started using artificial intelligence when working with debtors.

"Artificial intelligence is very important, and we are actively continuing to develop it: a robot operator calls clients, and we also have speech analytics," Koloskov said.

According to him, AI helps operators improve dialogue during conversations and analyze the emotions of the client or employee.

Koloskov noted that technology can monitor the state of conversations, such as when an employee is experiencing increased stress and should leave the line for a while, or when the arguments used provoke a negative reaction from the client and should be avoided.

The ABK CEO added that implementing AI is an expensive but justified and highly cost-effective investment, as it has allowed them to optimize the call center's operations by twofold.

On September 23, Russia’s Deputy Prime Minister Dmitry Grigorenko announced that the Russian government plans to fully digitize the process of preparing legal acts and draft laws.