Sberbank is the largest transnational and universal bank of Russia, Central and Eastern Europe. Presently, Sberbank has over 2.5 million corporate customers serviced by 2,500 call center employees. The call center receives more than 20,000 calls in a single day.
To test speech analysis technology and its application to the bank, we chose Voximplant. This platform possesses the necessary features to enhance customer service and operator efficiency. With the help of our development team, we managed to implement the required functions and verify our hypotheses
Using Voximplant, Sberbank has automated operation of its call centers in two ways. 1. Virtual Operator: Anna advises a customer about the nearest ATM/bank branch address. 2. Virtual Assistant to an Operator: In the course of a dialogue between an operator and a customer, online transcribing (speech recognition) of the customer and research on possible solutions takes place. The robot provides the operator with relevant information pertaining to the client’s issue.