The Otkrytiye bank adopted the "smart" qualifier from Preferentum

The Preferentum (IT Group) company together with a command on development of ITSM processes of Otkrytiye bank completed the project on automation of work of service Service Desk. On November 9, 2017 the IT company reported about it.

The system constructed in bank on the Preferentum platform allowed to adjust automatic classification of requests, to increase quality and speed of work of division, to reduce a human factor and to reach cost efficiency.

Prerequisites

The Otkrytiye bank has heterogeneous IT infrastructure which emergence is caused by merge to other banks and as a result inheritance of a part of their infrastructure. In total in a financial structure about 20 thousand employees work, and the technical support service daily had to process 5-7 thousand requests arriving by e-mail through a self-service portal or phone.

About a half of requests comes in an unformalized type by e-mail. About 10 people at the same time for whom key performance indicator was average time from the moment of receipt of the address before its transfer to profile technical specialists were engaged in preprocessing and classification of requests. It was possible to improve this indicator in several ways, for example, by staff increase, occupied with preprocessing and classification, or to apply technological solutions. The Otkrytiye bank selected the second way and initiated search of the modern tools capable if not completely to solve this problem then to minimize it.

System Selection

As a result the bank selected development of Preferentum company which is capable to classify texts and other unstructured objects, to take from them necessary information and to process it according to automatically configured rules (to send it on one of channels, to decompose documents according to folders and so forth). Besides, important feature of this system is the built-in machine learning technologies allowing it to self-study in the course of work.

Project Progress

The project took about five months. At the first stage examination, collecting and requirement analysis to service of classification was conducted. Then adaptation of web service and the subsequent installation of the software solution, its training and integration with support system of users (Help Desk) is made. Later the test period based on which a system on the Preferentum platform underwent additional tuning and additional training began.

Project Results

In a project deliverable in Otkrytiye bank the modern Russian software solution which allowed us to automate classification of requests and by that to increase quality and speed of work of service Service Desk was implemented. After Preferentum system implementation about 85% of all addresses are classified in the automated mode, other messages leave on manual analysis with hints on the correct routing. Accuracy of classification exceeds 97%. The machine of routine transactions and significant decrease in influence of a human factor managed to achieve such results for the transfer account — Arsen Blagov, the area director on control and quality management of IT services of Otkrytiye bank commented on project deliverables.