Sberbank supports its 900 number bot service with predictive scenarios and information about why the customer is calling the bank’s call center, Elena Levina, vice president and manager of Sber’s Customer Service department, said in an interview with the Business FM radio station.
“We don’t have much faith in bots, but it’s in vain because they are really improving. “I recently listened to videos where you can hear how a person’s intonation in conversation changes as we ‘enter’ their question,” he noted.
The company’s vice president explained that the Athena bot also solves standard problems: for example, card balance requests, last transaction, etc. But in his opinion, it was also important for Sber to learn to guess why a customer was calling. .
Sberbank, for example, noticed that retirees often call the company’s call center at the beginning of the month, when they are waiting for their state pensions to be deposited.
According to Levina, Sberbank already knows that transfers from the Pension Fund are received by the bank, but it will take some time for the client to see them on his balance sheet and be able to manage them. And when a retiree calls about this issue, the Athena robot predicts it and reports that if the client calls about pension registration, the money will be transferred to the card within business days.
“I too have heard grateful retirees say: “Thank you very much for informing us immediately.” Therefore, we provide it with a tailored service and help it by enriching the bot’s service with predictive scenarios and information on why the customer is likely to call,” added the Sber division manager.
He also noted that the robot in the Sber call center can solve serious customer problems without the help of a human operator. In particular, Athena can change the credit card limit.
Levina also reported that Sber plans to continue equipping its virtual assistant with more information about the customer.
“We now see every contact in the call center as a point of contact with our customer in order to be useful to him. It’s a matter of consulting and helping a person. After all, people sometimes have a poor understanding of complex financial instruments. And we see our role in helping in these matters, among other things,” concluded the Sberbank vice president.