AI for Call Center

Customer Stories AI for Call Center Back

Sberbank

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: Anna, the Virtual Operator, and Virtual Assistance to an Operator. Our Virtual Operator Anna advises a customer about the nearest ATM/bank branch address. Operators also receive virtual assistance when communicating with a customer. 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 purchase

Result

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 searching 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.

Industry

Banking

Employee count

278,000+

Project start date

2017

Location

Russia and CIS, Europe, China, India

Automation area

Operator Routine, Customer Care