Spitch's partner in Russia and CIS, BSS, has completed the phase of a complex project on implementing voice-enabled services in BPS-Sberbank's contact centre. Digital NLP-based solutions helped the bank to increase effectiveness of customer support and, prospectively, to form a united digital services ecosystem.
Virtual assistant called “Alesya” operating in conjunction with a smart voice-driven IVR was the first successfully completed implementation task. The service is based on automatic speech recognition (ASR) engine processing incoming calls to the bank contact centre. “Alesya” is taught to define the call topic and respond to questions asked by free speech. There is no need now to wait for the connection with contact centre operators and many enquiries can be responded to in a fully automated way. These include some of the most popular queries like “card balance”, “having a card blocked”, “overdue payments”, “credit”, “overdrafts”, etc.
Using Artificial Intelligence will allow to significantly increase the speed of service having many more contacts with customers over a period of time, while retaining the same quality of service.
«We are pleased to share this news as an example of the banks’ benefiting from enterprise-class Natural Language Processing technologies. This complex project includes implementing voice-driven IVR, chatbot, messenger services, automated outgoing calls on soft collection and bank products sales, among others, and is aimed to improve customer satisfaction, reduce costs and increase preparedness for further digital transformation», – comments Alexey Popov, CEO Spitch.
Original news (in Russian): www.bps-sberbank.by