The artificial intelligence of ABBYY helps Point to answer questions of clients quicker

On June 13, 2018 the ABBYY company announced implementation in work of a support service of Tochka Bank of an intelligent solution of ABBYY which automatically distributes requests of clients on their specifics. Using smart technologies the online office "Tochki" is going to reduce by 15% time of processing of each call or the message in a chat.

Point has 165 thousand clients, and in day the support service processes more than 6 thousand addresses from entrepreneurs. For 2017 the number of clients of Point increased by 70% and therefore load of managers of online office grew. Specialists help to register payment, to open the checking account, to issue the card, to change a tariff plan and advise users on different banking services. The bank stores all history of addresses to predict requests for services. After each call or the address to an online chat the specialist of Point enters to a card of the company in the CRM system of the summary of a conversation: what problem the client and as it was solved handled.

The Tochka bank increases customer service quality in online services using artificial intelligence

Earlier specialists of online office manually put down to each summary of a conversation tags – a key word which helps to look for and analyze more simply and quicker messages. It took away time from the staff of Point and increased risk to be mistaken, deliver incorrect tags and to lose necessary data.

That quicker and more precisely to process addresses, Point decided to use artificial intelligence technologies of ABBYY. They automatically select and take significant information from the summary of a conversation and put down tags: the first or repeated address, from what city the client, service which was rendered to the entrepreneur, etc. In the future Point is going to process up to 150 thousand summaries of such talk a month.

"Point" — completely online bank service for entrepreneurs. We have no contact center, instead of it — online office. And its main task not "contact", and be the virtual center of solutions of all problems of the client. Thanks to artificial intelligence technologies, employees manage to process 10% more requests of our users". Anton Shilin, co-founder of Point

"Point" increases customer service quality and in other services. In 2017 the bank implemented recognition of payment orders according to the photo using technologies of ABBYY. It is enough to clients to photograph the account, and mobile application of Point for several seconds will recognize data and will enter them to the necessary fields. It is necessary only to validate information and to pay the bill.

Thanks to intellectual technologies of ABBYY it is possible to open the account in Point less, than for an hour. The manager of Point meets the client, photographs his passport, the certificate of incorporation, certificates, licenses, and mobile application of bank for several seconds processes all information and sends it to the automated banking system (ABS).