Sberbank Adopt AI Solution at Corporate Customer Service Center

Sberbank, a state-owned Russian banking and financial services company headquartered in Moscow, announced the adoption of  artificial intelligence(AI) in its Centre for Corporate Solutions (CCS) in a bid to improve the service rate.

The single work space (SWS) system has added SWS.Assistant, a service using natural language processing, for the benefit of operators. The NLP model transcribes the voice of callers into text in real time, analyzes and classifies the query, finds the required information, and advises the operator on how to help the customer.

With the new solution, the bank will be able to save an aggregate of over 7,000 hours a month. Additionally, the Russian bank planed to add the number of SWS.Assistant topics, which will increase the average handle time by an average of 10%, saving almost 40 seconds a call.

Sergey Lekhanov, Director of Centre for Corporate Solutions, Sberbank, remarked:"Businesses address CCS on a broad range of issues across more than 1,000 topics. An operator should listen to a customer carefully, understand the essence of the matter right away, and be very quick to find all the information necessary for the answer in the bank's internal systems. The SWS.Assistant simplifies this task drastically by doing all the rough work for the operator, who can now focus on communicating with the client. As a result, we not only save time – for both the client and the operator – but also improve the quality of service."