Sberbank backs its 900-number bot service with predictive scenarios and clear explanations about why callers reach the bank’s call center. Elena Levina, vice president and head of Sber’s Customer Service department, spoke about this approach in an interview with Business FM.
Levina acknowledged a skepticism about bots, yet pointed out their steady improvements. “We may have underestimated their potential, but they’re proving to be more capable than we assumed. I’ve listened to demonstrations where a bot seems to adjust its understanding as it hears the caller’s intonation, guiding the conversation toward the underlying question,” she explained.
The Athena bot does more than handle routine tasks like checking card balances or reviewing the last transaction. It is being trained to anticipate the caller’s purpose. The goal is to move beyond answering simple queries and to forecast the reason behind a call, enabling proactive assistance and faster resolution. [Attribution: Business FM interview with Sberbank leadership]
As an example, Sberbank observed that retirees tend to contact the center at the start of each month while awaiting pension deposits. Levina described how the bank already recognizes pension transfers from the Pension Fund, but it can take a little time for those funds to appear on a customer’s balance. When a retiree enquires about this matter, the Athena bot can anticipate the issue and communicate that pension payments will be loaded to the card within business days, once issued by the Pension Fund.
Levina shared that retirees express appreciation for this proactive assistance: a quick, clear update helps them plan better and reduces uncertainty. The bank has therefore tailored the bot’s services by enriching it with predictive scenarios and insights into why a customer is likely to call, creating a more personal and useful experience.
The bot’s capabilities extend to resolving significant customer problems without human intervention. In particular, Athena can adjust a credit card limit when appropriate, demonstrating practical, on-demand support for financial needs. [Attribution: Business FM interview with Sberbank leadership]
Levina noted that the bank intends to continue expanding the virtual assistant’s knowledge base. Every call center interaction is treated as a moment to deepen the customer relationship, not merely to address the question at hand. The aim is to offer consultative help, especially when customers may struggle to grasp complex financial instruments. The bank sees its mission as supporting customers through information and guidance, making financial tools more accessible and manageable.
In summary, Sberbank views Athena as a strategic partner in customer service. By predicting caller intent, delivering timely information, and empowering the user with control over their financial tools, the bank seeks to improve satisfaction and trust. The ongoing enhancement of the bot reflects a broader commitment to intelligent automation that respects the human need for clarity, speed, and reliable assistance in everyday banking tasks, as observed in the ongoing conversations with customers and the insights shared by its leadership. [Attribution: Business FM interview with Sberbank leadership]