Sberbank has started automating the contact center for corporate clients.

According to the bank’s official website, robot Anna will answer calls about location of ATMs and Sberbank offices. The robot will also provide certain information in the future, for instance, the status of payment, account balances, and orders of procedure.

The queries that need participation of the bank staff will also be processed with automated technologies, via a virtual assistant. The robot will analyze the voice data from the conversation between operator and client and provide additional information to the human operator.

The results of the pilot project show that the speed of customer service has risen by 50% and the average duration of a phone call to Sberbank contact center now makes 3.5 minutes.

25.01.2018 | 11:56 Gref and robot Sophia talk at breakfast in Davos

“We use artificial intelligence to solve various problems. One of them is to reduce the time spent on customer service through increase of speed and quality, which is the result of automation of our contact center,” noted Senior Vice President, Head of the Corporate Business Block of Sberbank Anatoly Popov. “Sberbank aims to reduce substantially the average time spent on each query, increase the share of solutions given to queries in FCR stage (First Calls Resolution, which shows the percentage of problems solved in the contact center during the first call of the given customer – Banks.am), and process all simple queries via an automated system within two years.”

Queries for information make around 40% of all calls addressed to Sberbank’s contact center for corporate clients. The operators receive over 20,000 calls daily. The corporate clients of Sberbank are around 2 million large, medium size and small enterprises.

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