Russia’s VTB Bank is projecting a 30% increase in call center automation with the rollout of a new voice assistant designed to anticipate customer needs.
Currently in a pilot phase, the voice assistant will be capable of identifying callers and reviewing their interaction history with the bank. This includes assessing previous requests to formulate an initial understanding of the caller’s current inquiry. Following the greeting, the system will seek clarification from the client regarding their request, such as details about outstanding loan amounts.
If the client affirms that their inquiry aligns with the assistant’s prediction, they will receive an immediate response, or the request will be escalated to a human operator. Alternatively, clients can share their questions directly with operators, prompting the system’s algorithms to refine future predictions.
Maxim Konovalikhin, Senior Vice President and head of VTB’s data analysis and modeling department, stated, “The integration of predictive models into our voice assistant will enhance our ability to anticipate customer needs and deliver swift responses. Our specialized infrastructure is set to enable us to address a broader spectrum of inquiries, ensuring that we meet our clients’ needs effectively using advanced AI models.”
In 2021, VTB significantly expanded its implementation of voice assistant technologies across various queries in the contact center, achieving a 7.5-fold increase. Enhanced intelligent routing features have also contributed to a decrease in the number of transfers required to resolve customer issues.