Raiffeisen Bank Virtual Assistant Ray

Main articles:

• Speech technology: from recognition to understanding
• Chat-bots Virtual interlocutors
• Virtual Assistants (Global Market)
• Smart speakers Voice assistants (global market)
• Smart speakers Voice assistants (Russian market)

2021: Outbound Call Skill

Voice Assistant Raiffeisen Bank expands its capabilities. This bank was announced on October 19, 2021.

Now "Ray" - that's the name of the assistant - knows how to make outgoing calls. Due to integration with the bank's internal systems, it can make personalized offers to potentially interested customers, and in the future - instantly notify about the readiness of the card and other service events, if the client prefers this method of notification.

Thanks to machine learning mechanics, you can easily interact with the assistant. He understands the request to repeat the message, can call back at another time or offer the product to the client's request.

Automation technologies allow us to quickly respond to customer requests, maintaining the comfort of live interaction. Our task is to create a bot, communication with which will be natural and invisible to the user, and machine learning technologies and solutions for working with human speech allow us to do this. Already, communication with Ray is rated as very effective, the call rate is above 72%, and conversion exceeds the indicators of the best of the vendor solutions used earlier. Our own development allows us to respond flexibly to user feedback and regularly implement updates, "commented Ilya Shchirov, head of client support automation at Raiffeisen Bank.

The voice assistant works on the basis of Raiffeisen Bank own chat bot platform, which is responsible for its logic, processing requests and finding answers. Conversion of the caller's speech into text, and the text of the assistant's answer - into sound is carried out using Yandex SpeechKit cloud speech technologies. In the summer of 2021, the voice assistant began to receive all incoming calls on the Raiffeisen Bank hotline. Compared to January 2021, twice as many customers get to solve their questions on the hotline instantly, without waiting for a specialist.

Raiffeisenbank is a subsidiary of Raiffeisen Bank International AG. Raiffeisen Bank is one of the most reliable Russian banks that creates financial solutions for private and corporate clients, residents and non-residents of the Russian Federation.

2020: Creating an image of Ray

Raiffeisen Bank virtual assistant has an image. This was announced by the bank on November 9, 2020.

Ray's highly intelligent assistant will support customers in the bank's chat channels and on the hotline.

Ray is an attractive and friendly girl. She has her own character and voice, and her appearance will change depending on the season. Users will be able to see the character by communicating with the bot in the bank's chat channels, or hear a voice by talking with a virtual assistant on a hotline.

The use of bots allows us to respond to user requests instantly and accurately, but it is important for us to maintain the comfort of live interaction for customers, "said Ilya Shchirov, head of the development of the Raiffeisen Bank chat channel. - Creating a virtual assistant character is a step in this direction. We gave Ray the features of a man and his character, which will manifest itself in intonations of speech and remarks. We hope that communication with her will allow customers not only to solve their questions, but also to deliver positive emotions.

We invented Ray's character: on the one hand, she is pedantic and able-bodied as a robot, on the other, kind and caring as a person. - explains Marina Gorelikova, creative director of Raiffeisen Bank. - Thanks to her talent to keep everything under control, she unloads clients from part of their financial concerns and helps in financial management. This approach is consistent with the positioning of the bank: "Simple. Clearly. Competent. To be easy. "

As of November 2020, Raiffeisen Bank is developing 11 chat channels, which include an online bank and applications for entrepreneurs and individuals, the bank's official website, as well as social networks and instant messengers. The bot takes part in 80% of the dialogues and closes a third of them completely independently, without involving a person. In September 2020, Raiffeisen Bank launched a virtual voice assistant on a hotline using artificial intelligence technologies . It is planned that by the end of 2020 he will participate in 50% of incoming calls, and in 2021 will be the first contact for all calls to the hotline.