Alfa-Bank of Kazakhstan uses the CraftTalk platform for communication with clients

2020: Implementation of the AI platform for communication with clients

On October 14, 2020 the CraftTalk company announced implementation of DB Alfa-Bank in Kazakhst the CraftTalk platform for communication with clients. The OmniLine company acted as the technology partner and integrator of the project.

Alfa-Bank started the first chats in WhatsApp at the end of the 2018th year. It was the additional communication channel where the share of addresses made 0.5%. By the beginning of the 2020th it grew to 50%. At the beginning of 2020 in connection with an epidemiological situation Alfa-Bank in Kazakhstan transferred all employees to remote work. But with operators "on phone" it was more difficult to be made. The management of bank made the decision to close the voice channel in April of the 2020th and to completely transfer communication with clients to chats.

To bank was required the technological solution which:

• maintains necessary performance level, i.e. provides the maximum loading of operators when preserving the high level of service;
• allows to manage client experience due to simple collecting of a feedback;
• increases efficiency of business thanks to additional opportunities for analytics.

Several solutions, with a high load were tested, best of all the CraftTalk platform, the Russian technology startup working in the field of artificial intelligence for communications with clients coped with a task.

During the project the following changes were carried out:

Metrics of CSI (Customer Satisfaction Index, the index of customer satisfaction) and FCR are implemented and are used (First Call Resolution, the solution of a question of the subscriber from the first address). For job evaluation at the end of each dialog the client is offered to answer the question 'Whether Your Issue Was Resolved?' and to estimate work of the operator. The user makes these actions using buttons in the messenger. It is the important fact as similar buttons in WhatsApp chats in Kazakhstan appeared for the first time. As a result the percent of the estimated dialogs due to use of buttons in WhatsApp chats grew from 25-30% to 50%.

Templates — standard phrases which a system offers operators for the answer began to be used. For example, greeting or completion of dialog.

For increase in efficiency and service quality clients are distributed on queues between operators with corresponding to skills. For example, if the client asked a question about a mortgage, it will be redirected on the employee from credit department. As a result the efficiency of operators increased, now they can process 15% more requests, than at communication-voiced.

There were different methods to collect data, to create reports and to monitor work contact center in real time on dashborda.

The CraftTalk platform and OmniLine company acted as our main partners and provided us with the digital channel and all metrics of "client happiness" advanced by the management tool. The selected solution allows to manage more qualitatively client experience and to carry out deeper and detailed analytics. We in a different way look not only at work of operators, but also at all business of bank in general. We can analyze more deeply customer appeals that on their basis to draw conclusions about further development of banking products. Besides, I will note the high level of the involvement of a team of partners into work on the project, readiness for permanent testing of intermediate results and operational introduction of adjustments. All work on the project took about two months. As a result we received a full-fledged management system for contact center.

The project would not take place fully without joint team of IT specialists of bank, integrator, producer. Complex technical and organizational work was done. So, the bank had high requirements to fault tolerance of a system, internal architecture, security and other moments which we could close, - Alexander Rudnev, the managing partner of OmniLine company told.

One of performance indicators of the project became the fact that according to bank of its costs for the messenger is 30-40% less, than on the voice canal since in this case not the duration of a talk, but the number of active users in a month is rated. Besides, the current share of the requests which are solved via the messenger makes 95%, - Denis Petukhov, the CEO and the co-founder of CraftTalk company commented on the project.