The Moscow credit bank (A dialogue system for the website)

The dialogue system developed by Nanosemantika company began to work at the website of the MOSCOW CREDIT BANK (mkb.ru). Essentially new product integrates in itself services of the virtual consultant (robot), the online consultant (operator) and service of a call back. It is the first similar system in Russian in banking sector.

Unlike virtual consultants whom not the first year creates Nanosemantik for the corporate websites of the different companies a dialogue system represents more difficult and universal solution. It allows the user to cope with a problem of any complexity "here and now".

Externally dialogue service is registered as a window of a text chat in the right lower part of the page of the website. With its help there is also a communication to the user. On the first line of contact with visitors of a resource the robot is installed. It accepts requests, segments them and helps the client with those cases with which can independently cope. The artificial intelligence relying on the special knowledge base allows the virtual consultant to respond correctly approximately to 80% of addresses of users. So high rate is reached thanks to the experience accumulated by Nanosemantikaya in cooperation with financial companies and banks among which "Tinkoff is Credit Systems", VTB 24, WebMoney and others.

Earlier, if the robot could not answer any question or recognize it, it gave to the user of coordinate of contact center, and the client had most to contact available communication channels specialists. Now, within a new dialogue system, the virtual consultant if necessary connects at once to dialog in a chat of the operator person. If all operators are busy, the robot reports about it to the visitor and offers it other forms of communication with contact center. One of them – a call back. It is planned that this service will be added to functionality of the virtual consultant in the near future. Its essence that the robot transfers the phone number of the user to the arisen problem specialist and that calls back to the client.

The virtual robot consultant on the website of the MOSCOW CREDIT BANK is realized in an image of the nice animated character who wears glasses, an accurate small beard and a name Maxim Rublyov. He round the clock communicates with visitors in real time, tells them about new products, services and offers of bank. In addition to responses to special requests for deposits, the credits, bank cards and navigation according to sections of the website, the electronic employee is able to support an informal conversation, to discharge a situation a joke or a successful joke. For example, on a request to sing he answers: "I am an actor of a colloquial genre", and in response to an obscene phrase ironically notices: "Subtle humour — the privilege of intellectuals. Isn't that so?"

According to the results of the first days of system operation it is possible to note that in most cases case does not reach connection of the operator person: the virtual consultant copes with requests independently.