Sberbank Assistant call center operator

2019: AI module for processing clients' speech and classifying their calls

On June 5, 2019, Sberbank presented the updated functionality of the Helper Call Center Operator product for corporate customers.

An assistant operator based on machine learning helps operators of the Corporate Investment Block of Sberbank, since the beginning of 2018, responding to requests from operators in a special interface.

Now AI - the assistant operator module can listen to the conversations of customers and operators, process their speech using NLP (Natural language processing) technologies and automatically classify customer calls.

In the plans for further development, the assistant, listening to the operator's dialogue with the client, will be able to give the operator real-time hints and information for prompt and high-quality answers to the client's questions.

We present a high-tech solution that will further reduce customer service time by launching scenarios and automating most routine operations. For example, finding data to answer customer questions in the bank's IT systems will become the work of an artificial assistant. Also in the future, the decision will significantly simplify the creation of automated customer service scenarios, "said Anatoly Popov, Deputy Chairman of the Board of Sberbank.

The solution was developed on the basis of Sberbank's own natural language processing platform.