"Tinkoff" integrated into telephone call center of the voice assistant Oleg

2020: Completion of integration of the smart telephone robot of Oleg

Tinkoff announced on January 28, 2021 completion of integration of the smart telephone robot of Oleg into client call center. During a pilot project Oleg learned to help at the same time more than 5 thousand people, to instantly distinguish an essence of a request of clients, to advise the interlocutor and also to unload call center, preventing formation of queue on the line.

The telephone robot Oleg can report card balance or send SMS with an agreement number. He copes also with more difficult tasks: helps to replace a rate, to change a payment date of the agreement, can act as the consultant and the interlocutor. In total a telephone bot Oleg for January, 2021 is trained to work 60 scenarios of inquiries which clients make most often.

For the end of January, 2021 Oleg responds to more than 80% of phone calls of individuals clients. He is able to joke, can welcome differently subscribers, is upset if prefer it the operator and when cannot help the client independently — calls to the aid the necessary call center specialist depending on the maintenance of a request of the client.

The telephone bot Oleg can:

• report balance of the credit and debit card;
• send SMS with bank details;
• send SMS with number of the signed agreement;
• make early repayment of the credit or a payment deferral on the credit;
• change a payment date;
• help to fill up the credit account or to tell how to make it online;
• report the status of request;
• send the reference;
• tell how to recover the PIN code, the login and the password from a personal account;
• block the card and, having found out the blocking reason (loss, theft, fraud), to help to reset the password;
• advise the client on other products of an ecosystem of Tinkoff.
• Oleg works based on own speech technologies Tinkoff VoiceKit. It allows to manage flexibly the robot, to quickly arrange him under requests of clients of an ecosystem.

In the nearest future Oleg will get other skills for work in call center. He will be able to work additional scenarios and will be even more integrated with other functionality and services in the Tinkoff ecosystem. Also Oleg will learn to adapt better in the right frame of mind the interlocutor and depending on it to change the scenario of a conversation with it.

Oleg is pleasant to clients for several reasons. He saves time of the person: on average it can resolve an issue in only 40 seconds. Oleg carries on a qualitative conversation with the interlocutor. Using speech Tinkoff VoiceKit technologies he distinguishes a question and, having understood it, is not mistaken any more if he knows the answer. And still Oleg is human: he not just the robot, and the tactful and pleasant interlocutor who is ready to help itself or using the operator who is most suitable under a request. In terms of efficiency for the company Oleg does much too. He helps to raise a customer loyalty due to speed of the solution of their questions and also unloads call center and saves the companies of 30 million rubles monthly. told Konstantin Markelov, the vice president of Tinkoff

2014: Implementation of a sensing technology of a voice in real time

On October 21, 2014 the Tinkoff Credit Systems bank announced implementation of a sensing technology of a voice in real time in all workplaces of contact center.

Project Tasks

In 2013 in TKS made the decision on implementation of voice authentication of clients.

Project Progress

The parties implemented the pilot project proceeding several months. During the pilot the customer purchased the solution NICE Real-Time Voice Authentication System distinguishing a voice and providing voice biometric authentication.

Vyacheslav Tsyganov, the Chief information officer of TKS Bank, noted: "The main objective of implementation - not to overload the client with need to remember excess information, code words, passwords, PIN codes, etc. Now the system of voice recognition at the client's call in [[Call centers|call center can identify his personality in 7-10 seconds and save it from need to answer additional questions, and the call center operator from dead times".

Project Results

System implementation is complete in May, 2014. As of October 21, 2014 in contact center 1 thousand jobs are connected to a system.