Sberbank launches AI-based solution for assisting call center operators

Maria Nikolova

The technology will “listen” to the conversations between a client and an operator and will then sort the clients’ enquiries.

Sberbank Rossii PAO (MCX:SBER) has introduced a new AI-based solution that aims to help operators of call centers. The new product is aimed at business customers.

An AI-module of the assistant will listen to the conversations between clients and operators and will process the speech using an NLP (natural language processing) technology. The solution will then sort and categorize the clients’ enquiries.

In the future, the AI-driven assistant will be able to provide suggestions in real time to the operator in order to secure fast and accurate responses to the clients’ enquiries.

Speaking of novel technologies implemented by Sberbank, let’s recall that, in March this year, the bank beefed up the capabilities of its Sberbank Online app via the introduction of machine learning-driven search.

The app search on the main screen allows users to search for contacts for transfers, organisations for payments, app functions and banking products. Thanks to self-learning algorithms, search results are adapted to clients’ requests, which allows them to open the needed screen in the app. When users start to input a word in the search, they are shown options that they are very likely to be looking for (for example, address book contacts that the user interacts with most often).

In April 2019, Sberbank, Gazprombank and Digital Horizon entered into a deal under which Sberbank acquires a 51% stake in Speech Technology Center (STC) from Gazprombank. Venture company Digital Horizon has also acquired a stake in STC. Gazprombank remains a strategic shareholder of STC and will continue to play an active role in the future development of the company. 

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