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. 

Read this next

Retail FX

Italian watchdog red flags Olympus Brokers, UnicoFX and Allfina Group

Italy’s Commissione Nazionale per le Società e la Borsa (CONSOB) has shut down new websites in an ongoing clampdown against firms it accuses of illegally promoting investment products in the country.

Retail FX

XTB revenues hits zł1.45 billion in 2022, Q4 earnings disappoint

Poland-based Forex and CFDs broker, XTB has reported its final results for Q4 of 2022 and the full fiscal year ending on December 31, 2022, showing one of its most successful corporate years.

Executive Moves

Lirunex Limited recruits Waleed Salah as head of MENA sales

Maldives-based brokerage firm Lirunex Limited has secured the services of Waleed Salah, who joined the company in the role of its head of sales for the MENA region.

Executive Moves

Trading 212 parts ways with co-founder Borislav Nedialkov

Trading 212 has a void to fill at its FCA-regulated business in London, following the departure of two key players, Raj Somal and Borislav Nedialkov.

Digital Assets

Binance acquires troubled crypto exchange GOPAX

Binance, the world’s largest digital asset trading platform, has reportedly acquired a majority stake in the troubled South Korea-based cryptocurrency exchange GOPAX.

Digital Assets

Kraken exits Middle East, closes UAE office

Digital currency exchange Kraken will close down its operations in Abu Dhabi, UAE and lay off the majority of its team focused on the Middle East and North Africa.

Industry News

CFTC comments on ION Cleared Derivatives issues after Russian-linked hack

“The ongoing issue is impacting some clearing members’ ability to provide the CFTC with timely and accurate data. As this incident unfolded, it became clear that the submission of data that is required by registrants will be delayed until the trading issues are resolved.”

Industry News

FCA took down 14 times more misleading ads in 2022 thanks to technology

The FCA has made significant improvements to the digital tools it uses to find problem firms and misleading adverts. These improvements have enabled it to work through a much larger number of cases compared with 2021.

Executive Moves

HKEX appoints ex-Goldman Sachs Matthew Cheong to lead platform’s focus on derivatives

“He has worked for a number of the world’s leading investment banks and his experience will be invaluable to HKEX as we continue to enhance our derivatives product offerings and build on our innovative and robust platform business, connecting capital with opportunities.”

<