BPS-Sberbank implemented a complex of voice services in contact center

On July 20, 2017 the BSS company announced end of the initial stage of implementation of a complex of voice services for increase in efficiency of a customer support in contact center BPS-Sberbank bank.

Project Progress

For July 20, 2017 BPS-Sberbank started IVR virtual operator "Alesya".

Service is organized on the basis of a speech sensing technology. It processes incoming calls of contact center of bank. Alesya "is trained" to define an essence of the address and to answer the questions raised in a free form. Service transfers information on relevant products and services of bank in the automatic mode.

Project Results

Having implemented the platform and the modules BSS Speech, we received really the innovative solution. I think, Alesya will become the irreplaceable assistant for our clients, working in the mode 24 hours 7 days a week without dream and rest. We will also expand further an area of responsibility of "robots" to simplify access to obtaining fast and qualitative information on any bank questions. Anna Litvinovich, head of Contact center of BPS-Sberbank

Start of voice services in BPS-Sberbank is a sign project for all bank industry. Voice technologies – a point of growth of business of the next two-three years. Therefore banks which select BSS technologies today will have serious competitive advantages tomorrow. Georgy Kravchenko, CEO of BSS Company

• In 86% of cases Alesya correctly understands reason/subject of the address of the client
• 72% of the clients wishing to learn balance obtained necessary information without transfer on the operator
• As a result of start of Alesya time for post-processing of each call is reduced by 40% that allows to save 1.5 FTE (man-monthes) on volume in 70000 calls.