Sberbank: Help desk on order taking for the volunteer help

2020: Start of the automated help desk

On April 23, 2020 the SberDevices company and ABK LLC entering an ecosystem of Sberbank announced start of the automated help desk on order taking for the volunteer help for elderly and handicapped citizens and also on informing the population on COVID-19. It is constructed on the basis of artificial intelligence technologies and is capable to lower repeatedly load of operators of contact centers. The automated contact center consists of two platforms: the first (and the main) is responsible for fast and exact processing of requests from citizens for receiving the volunteer help with all territory of Russia, the second part advises on the most topical issues connected with a coronavirus pandemic.

In a standard mode a system by default begins dialog with the purpose to make the request for receiving the volunteer help. The request issued by the robot gets to automatic system of service of volunteers further to the volunteer who leaves to the person. Also the complicated scenario is provided: it is possible to ask a question which concerns a situation with spread of a coronavirus. In this case the robot is ready to answer more than 300 questions of the virus, symptomatology, prevention and the mode of self-isolation. A system understands a set of formulations of each question, knows relevant statistics of incidence on regions, daily "studies" at new questions and fills up base of the knowledge, and the professional editorial office speeches and a natural timbre of a voice do communication with the virtual operator comfortable and clear for the person of any age. Answers to questions are made and verified on the basis of official data of the Ministry of Health, Rospotrebnadzor and Government of Moscow, underlined in SberDevices.

"A key task of robotic contact center — qualitatively and quickly to define need of the person, correctly and precisely to record all data and to transfer to the volunteer organization in his region. The created platform solves this problem and can potentially work in any contact center with the IP telephony", 'Konstantin Kruglov, CEO SberDevices noted'

"Thanks to the saved-up examination we managed to implement the project in most short time. The existing reality is this call including for the IT companies. Technologies should work for the benefit of society, help the people who are in the raised risk zone", 'Dmitry Teplitsky, the CEO of ABK LLC noted'

"In modern realities a key task for us is creation of a system thanks to which we will be able to help the maximum number of people. We actively increase capacities of call centers, however the growth rate of addresses in connection with complication of a situation advances our opportunities for call acceptance. The voice robotic assistant will allow us to accept more requests at the same time and consequently, and to reduce time from emergence of need for the help to its receiving", 'Sergey Gorbunov, the adviser to the head of Executive committee of ONF noted'

As of April, 2020 a system already began work in contact center of an action of mutual assistance Myvmesta.