AI for Call Center
About company
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
- 70% OF CALLSon the issues covered by the service were transferred to a voice assistant
- 70SECONDSis the average servicing time by Anna (the robot)
- 4X LESS SPENTon the phone by operators and customers
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.
How it Works
Results
SPEEDA customer learns the address of an ATM or a bank branch without having to wait to speak to an operator
EFFECTIVENESSLess time spent by the operator to search for relevant information
CONVENIENCEThe Virtual Assistant chooses information relevant to the customer’s region
