The Home Credit bank started the voice assistant Maria

2020: Maria processes 30% of addresses

The Home Credit bank continues to develop technological service — the voice assistant Maria. The bank reported about it on May 12, 2020. Maria works at a hot line where carries successfully out voice identification by phone and helps to generate the PIN code to the card of Home Credit Bank. Read more here.

2019: Start of the voice assistant Maria

On January 16, 2020 the Home Credit Bank announced start of the voice assistant Maria on a hot line of bank. Maria carries successfully out voice identification by phone and helps to generate the PIN code to the card of Home Credit Bank.

The feature of Maria consists that she helps to create PIN codes at calls both from mobile, and from landline phones. In both cases the bot will carry out full identification of the client on the technology developed especially for Home Credit Bank. It ensures high quality of identification and data security of clients.

Characteristics of the assistant were selected on vote in which more than 2 thousand employees of the bank participated. The vast majority voted for a female voice of a bot. Among the offered names with a small gap won against the name "Maria".

We very much wanted to make our assistant most "human". Maria speaks by voice of one of employees of bank. Tender at choice of a voice was very difficult, there were many applicants. The bank organized at itself recording studio, and the winner completed a course of training of announcers. Since launch more than a half of the clients who addressed on a hot line who needed to generate the PIN code to the card used the help of Maria. We expect that the number of such addresses will grow. For the beginning of January, 2020 we work on improvement of skill of speech recognition and expansion of functions of a voice bot, comments Natalia Bibetko, the head of department of automation of service maintenance of Home Credit Bank

At the initiative of a team of the customer - Home Credit Bank - based on Omilia technologies services for voice identification of clients which, according to my sources, have no analogs not only in Russia, but also in the world were developed and implemented. Already on start we received very impressive results. I am sure that Omilia technologies and professionalism of a command of vendor, the partner and customer will allow bank to provide service which will create only positive client experience, comments Platon Begun, the director of business development of Omilia company in Russia

The Home Credit bank set really ambitious task for us: implement the automated service for carrying out active transactions with Voice bot help. The applied solution allows to verify clients without participation of the call center operator of bank. The project team of CTI together with Omilia and Home Credit Bank managed to cope with an assigned task successfully. We continue to work on further improvement of the voice assistant, comments Albert Islamov, the director of the department of communication services of CTI company