Sberbank
AI for Call Center
Sberbank uses Voximplant products to automate call center operations: the robot answers customers’ simple questions on its own or helps a human operator find the necessary information.
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
Yegor Sivkov
Chief Analyst of Corporate Customers 360 Division, Sberbank
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
Text-To-Speech
Synthesis of a unique voice for speaking to customers
Speech-To-Text
Speech recognition and natural language processing
HTTP API
Script integration with any application
Voice Recording
Call recording for quality assurance
Serverless
Cloud storage and programming interface
Phone Numbers
Business phone number purchaseResult
Speed. A customer learns the address of an ATM or a bank branch without having to wait to speak to an operator.
Effectiveness. Less time spent by the operator to search for relevant information.
Convenience. The Virtual Assistant chooses information relevant to the customer’s region.
AI for Call Center
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.
Employee count
278,000+Project start date
2017Location
Russia and CIS, Europe, China, IndiaAutomation area
Operator Routine, Customer Care
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