Mobiuz’s voice assistant handled over 3mn calls on its own
Callers who reach the Mobiuz call centre in Uzbek are answered by Moobina, a virtual assistant built on artificial intelligence.
She has taken nearly 9 million calls, closed a third of them without human help, came through a billing system migration, and reached the point where subscribers started thanking her.
Moobina went live in May 2025 at 0890 and at (+998) 97 130 09 09. Instead of the usual press one, press two, callers simply say why they are calling. The system recognises the speech, works out what the person needs, and either answers itself or routes the call to a specialist.
The assistant runs on Omilia, an international contact centre platform. The hardest part of building her was the language: not literary Uzbek but the spoken kind, with regional dialects, names, and surnames, recognised by ear.
The development team started with a minimal set of conversation scenarios and kept widening them, teaching Moobina to recognise the same question asked in dozens of different ways. She also learned to explain the company’s own services: MobiMusic, MobiCinema, MobiGames, MobiMoon, Kid Security, MobiKids, and others.
Olga Kim, director of customer service at Mobiuz, says the change ran in both directions.
«What is interesting is that Moobina wasn’t the only one who changed. The people calling her changed too. In the first months some subscribers were wary of a voice on the line — the habit of demanding a live operator didn’t go away quickly. Over time people started framing their questions more precisely. They state the reason for the call right away and use words that help the system find the right scenario faster. So the adaptation went both ways: we adapted the assistant to our subscribers, and the subscribers adapted to the assistant.»
At some point, something turned up in the call recordings that nobody expects from a conversation with a machine. «Katta rahmat» — thank you very much. «Yashang» — well done. «Juda katta yordam berdingiz» — you helped me a lot. These are real phrases from real subscribers, said to Moobina after she solved their problems.
Mobiuz says those remarks have grown noticeably more common over the past few months and treats them as the most honest measure available of whether the assistant works. The system has to ask callers to repeat themselves less often, and people arrive where they need to go and get an answer faster.
During the billing migration, Moobina doubled as an information channel, telling callers what work was underway. She now handles requests in the new system and is being readied for a wider set of tasks.
More Mobiuz news at pr.mobi.uz
