Best customer experience with AI: Sber wins six awards at iCXA

Sber has swept as many as six accolades during the International Customer Experience Awards (iCXA), a prestigious customer experience award.

Gold

Sber's telemarketing robot won for Best Use of Digital. This artificial intelligence-based bot calls customers, offering them Sber products and services. The solution is unprecedented in terms of quality, with only 0.5% of calls handled by a human operator after the bot.

Silver

The adoption of AI tech in retail customer support was recognized for the Best Use of Customer Insight & Feedback. AI classifies queries automatically, resolves the issues in line, and deals with their essential causes.

The bank's customer care center in Stavropol won in the Contact Centre category for its projects improving customer care quality through AI.

Bronze

The chat-bot for corporate customers was recognized among the best in the Contact Centre category. The bot processes clients' customized text and voice requests efficiently. AI can carry out commands like 'order a statement', 'need a receipt', 'enable merchant acquiring'. This chat-bot is unique for the B2B market.

A real-time feedback solution collecting feedback from small businesses and micro-enterprises won a Best Measurement in Customer Experience award. Launched in May 2020, the solution increased the amount of customer feedback 10 times while cutting its collection time to 15 minutes.

The mobile app for entrepreneurs called SberAdviser was recognized for the Best Use of Customer Insight & Feedback. Launched in early 2020, the service has a mission to provide turn-key analytics and recommendations for SME owners, who can use them to develop their businesses. The mobile adviser lets you obtain data on your business metrics, the entire market, or specific industry in one click, with all analytical data inside the app based on AI and big data.

The International Customer Experience Awards recognize individuals and organizations that are trendsetters in using technology to improve customer service. The jury is composed of the world's leading customer experience specialists. This year the largest companies from several dozen countries took part in the competition.