Raiffeisenbank optimizes remote service using speech analytics

2019: Start of speech analytics

On October 11, 2019 Raiffeisenbank reported that it together with the Center of Speech Technologies starts speech analytics in contact center. Development will allow to improve service quality and to cut down additional expenses.

A system will automatically transfer all call recording to the text and to analyze it. Accuracy of interpretation is about 90%. In bank expect that the implemented technology will help to identify problem zones in products and processes through analysis of especially long calls, to establish the reasons of discontent and to improve quality of communication in general and also to increase the number of recommendations of products to clients. According to preliminary estimates, economic effect of implementation of technology will allow to pay back expenses on implementation of technology within two years.

The call recording is kept and stored in Raiffeisenbank for five years, for the purpose of quality control of service no more than 1% of percent of calls were listened. The speech analytics will allow to analyze up to 100% of records without attraction of additional resources. For October, 2019 3.5 GB of a compressed call recording a day get to storage. The technology of transcribing and the analysis will increase this volume only slightly. The project is already started, and more than 450 operators of an incoming line register now.

We already began process of integration of speech analytics into the platform of chats, and we will be able to analyze more than 100 thousand written addresses soon. Besides, the speech analytics will be used for training of the chat-bot-assistant to call center operators,