Director of the Department of Contact Centers and Robotic Systems

[tanjimajuha20]

Alexander Krushinsky, Director of the Voice Digital Technologies Department at BSS LLC, believes that the results achieved at OTP Bank are quite typical for the automation of contact centers in banks using chatbots: "Improving the efficiency of customer service and reducing waiting times are typical goals of automation in the banking sector. The introduction of chatbots and other artificial intelligence systems, such as answering machines or robotic processes, can lead to a reduction in request processing time, improved service quality and resource optimization.

Such improvements not brazil whatsapp number database only increase customer satisfaction, but also optimize the bank's resources, freeing operators from routine tasks and allowing them to focus on more complex or specialized customer requests. However, the results of contact center automation in banks can vary significantly depending on many factors, including the quality of technology implementation, the specifics of the bank's services, the level of staff involvement, and customer requirements. That is, each bank has its own unique characteristics, and the effectiveness of automation may vary in each specific case. Overall, contact center automation in banks has the potential to significantly improve customer service, optimize business processes, and reduce costs, making it an important development area for many financial institutions."

OTP Bank is focusing on building an even more "human" bot, in whose speech clients would perceive friendliness and a desire to help, as well as adding new integration scenarios that will shorten the client's path and make interaction with the bot even more convenient.
at Naumen Sergey Popov noted: "Naumen Erudite allows you to quickly assemble and launch new scenarios for unplanned events. For example, OTP Bank needed about two hours to prepare and launch scenarios for processing credit holidays or working with Visa and Mastercard. With new scenarios, the bot can take on up to 70% of requests, which significantly reduces the load on the contact center and allows customers to not wait in line for an answer."

Natalia Gorokhova, Director of Client Technologies at OTP Bank, commented on the implementation results and immediate plans: "The chatbot's operation on the Naumen Erudite platform has reduced the average service time in chats by 30%, helped ensure availability during peak loads and maintain a high level of service with increased traffic. In 2024, we plan to increase automation in chats to 70% without compromising the service quality assessment."

Alexander Krushinsky believes that even better results can be achieved in the automation of bank contact centers: “To improve the results, it is necessary to pay attention to several aspects. Increasing the accuracy of the chatbot's responses will help reduce the number of incorrectly resolved requests and increase customer satisfaction. This can be achieved through additional training of neural networks based on a larger volume of data and analysis of customer feedback. Adding new features and capabilities to the chatbot, such as support for more complex operations or providing personalized recommendations, can make it an even more useful tool for customers. Ensuring a smooth and intuitive user interface for the chatbot will help reduce the number of errors and improve the overall perception of the service. Integration with other systems and databases of the bank will allow the chatbot to quickly access the necessary information and resolve requests more efficiently. Continuous analysis of the chatbot's work processes and their optimization based on data and metrics can help identify bottlenecks and improve work efficiency. The use of these strategies will help achieve even more significant results in the automation of bank contact centers, improving customer service and optimizing business processes.”