| Developers: | Raiffeisen Bank |
| Date of the premiere of the system: | 2019/07/09 |
| Branches: | Financial services, investments and audit |
| Technology: | Systems of remote banking |
2019: A method of application for a consumer loan via Telegram, Viber and Vkontakte
On July 9, 2019 Raiffeisenbank announced a method of application for a consumer loan — using a bot in popular messengers and social networks. Now the questionnaire can be filled out where it is convenient: on the website, in mobile application, in Telegram, Viber, Vkontakte or in bank department.
Clients already have an opportunity to submit the application by the stated method in the cities where there are no departments of Raiffeisenbank, and until the end of summer service will become available across all Russia. During the trial period messengers of Viber (44% of requests) and Vkontakte (30% of requests) enjoyed the greatest popularity. On the third place of Telegram which was preferred to other channels of 26% of users.
Communication in social networks — the settled behavior pattern. According to the last report of Global Digital 2019, 71% of the Russian mobile users actively use messengers, at the same time the vast majority of them (83%) prefer to communicate in the VKontakte messenger.
 | We aim to make so that clients could make transactions, make out products and services where it is convenient to them. Now, if the client sees our offer in social network and will become interested, then it even well will need to pass to the website of bank to fill out the questionnaire, it can be done directly in the messenger, explains Ivan Karpov, the head on development of digital crediting
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On the page of the credit proposal it is necessary to select the convenient messenger, having clicked on its icon. Time of filling of the questionnaire depends on availability near at hand of all necessary information, on average it takes 15 minutes, and an absolute record on speed — 3 minutes. At any time it is possible to be interrupted, for example, to specify missing data. The chat-bot will save the history of correspondence and through some time will even remind the client of the incomplete request.
Besides, the bot is able to give small hints, for example, if the client does not know a TIN of the company employer, the bot will prompt where it can be found in open sources quickly.
After end of the questionnaire within 2-3 minutes the client gets approval in the form of Push or the SMS, within an hour the employee of the bank will contact it to verify data, to specify time of a meeting with the courier for agreement signature and transfer of originals of documents.
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