Chatbot created by Spitch’s partner BSS for PSB bank allows business customers to invoice and make payments against invoices via Telegram messenger app. The chatbot can recognize the invoice and automatically fill in the payment order. The transaction is completed when the customer confirms the operation by entering the code received by SMS. The security is ensured by the two-factor authentication and cloud-based e-signature.
The dialogue between the chatbot and customer is shortened to a bare minimum by means of precise intent recognition and process automation, eliminating the need to refer to other core banking systems and personnel. This makes the invoicing and payments quick and easy, simultaneously reducing the contact centre workload.
BSS’s client – PSB continues to implement its digitalization strategy with over 20 consulting scenarios already automated via this chatbot. The bank plans to double this number within a month. Customer experience is improved by making payments functionalities fully available in a familiar and convenient channel like Telegram, which removes the tedious day-to-day routines. PSB is now going to expand this service to other popular messengers too.
BSS CEO Georgy Kravchenko believes that “PSB chatbot delivered by BSS is helping the bank’s journey along the right trajectory of digitalization with functions that are most essential but repetitious being automated first. New functions are added quickly and with high effectiveness thanks to the most advanced speech technologies we use”.