BSS implemented support for the GPT neural network in the PSB chatbot

2023

Support for the GPT neural network in the chatbot

The team BSS implemented chat boat PSB in support of neuronets GPT, a large language model. BSS announced this on December 5, 2023.

Business clients bank can now use the chatbot bank applications messengers to not only resolve banking issues, but also receive answers to any requests that arise, including business topics. For example, how to write marketing text, when to pay taxes and other questions. In this case, you do not need to separately open browser several tabs. Integration GPT neural networks with text communication channels of the bank will allow you to get what you need information in one place, in a convenient channel, intuitively, simply and easily communicating with a neurobot.

The concept of integration implies that a neurobot and a bot already working in PSB will advise in parallel, complementing and enriching each other. This will increase the percentage of automation, which is the main KPI of any bot on the incoming line, as well as customer loyalty.

During the project, the BSS team, which, based on the intelligent dialogue platform, Digital2Speech develops a text and voice bot in the PSB, not only integrated the GPT neural network with the chatbot, but also carefully adjusted the behavior of the neurobot, carefully tested it and designed the final presentation.

To start communication, bank customers only need to click the "Conversation with GPT" button and ask a question.

PSB adheres to the concept in which our business clients solve all their tasks, remaining in one communication channel, which significantly saves time, and also makes their work easier and more convenient. Now you can simply open a messenger, communicate with colleagues and friends, receive information about PSB services, pay bills or get an answer to the financial question of interest. In the future, we plan to develop the service and introduce it into other client paths, "said Ivan Patkin, Vice President, Director of the e-Business Department of SMB PSB.

In the next few months, we want to form a solution that will not only advise on the bank's current knowledge base, but will be able to master new arrays of information (areas of knowledge) in one day. This will make it possible to scale it to other tasks, - commented on the plans for the development of the solution Alexander Krushinsky, Director of the Voice Digital Technologies Department of BSS.

In addition, BSS is taking steps to replicate this experience. In bot implementation projects, the BSS team can train the bot on customer data in a couple of days instead of a few weeks. And in speech analytics projects, LLM models can evaluate dialogs and make recommendations for improving them.

Implementation of payment transactions in VK Messenger

Business clients Promsvyazbank have the opportunity to conduct payment transactions in. VK Messenger Now entrepreneurs can not only communicate with partners in their usual channel, but also conduct business. The company BSS announced this on April 12, 2023.

The security of transactions in the chat bank is ensured by two-factor authorization. PSB business clients can make payments using a template, photo, QR code, as well as from the history of operations. In addition, they can independently create a payment, view account details, statements and issue invoices to counterparties.

The business assistant implemented on BSS speech solutions is ready to advise on the most frequently asked questions in 24/7/365 mode. He will inform on the terms of tariffs, loans and business cards, tell the address of the nearest office or ATM, explain the nuances of working with a mobile and Internet bank.

The bank, thanks to its own expertise and established interaction with the BSS team, maintains high positions and sets trends in the use of speech technologies based on artificial intelligence and machine learning. We will continue to support the bank in the development of new service scenarios, - commented Vasily Zhilov, Deputy General Director for Customer Relations at BSS.

2022

Chat bank voice control capability

PSB has expanded the functionality of the chat bank, now voice control of the chat bank in Telegram and WhatsApp is carried out through recording voice messages or received voice files. The BSS speech recognition system transcribes the received voice messages and gives them to the virtual assistant for further work on scripts. This became known in July 2022.

When the customer wants to make a second payment from the history, he makes a request, according to which the system displays brief information on the last payments. You can also search by TIN, counterparty name, payment date. After selecting the payment you want, you can edit it and send it immediately for payment.

When searching for geolocation, the virtual assistant, through the standard messenger function "share geoposition," receives information about the user's location. To implement this capability, the BSS team developed a special scenario. Further, the information is transmitted to the bank's backend, which issues information on the location of the nearest ATMs and branches.

Additional functions in the PSB chat bank make the work of customers more convenient and more efficient, which is an important condition for the development of the service. We aim to keep our business clients focused on their business by providing daily business challenges to artificial intelligence. We are confident that in the future the service in terms of its functionality and convenience will be able to completely replace the mobile bank for clients of medium and small businesses, "said Ivan Patkin, Vice President and Director of the e-business department of medium and small businesses at PSB.

The development of chat bank technology as a promising channel of interaction between the bank and its clients is an important project for us. We are confident that the potential of this service is huge and are actively developing functionality in partnership with PSB and other vendors involved in the project. Thanks to a single platform and a full stack of speech technologies, this is not difficult to do. It is important that we can easily transfer this experience to other projects, - said Vitaly Pateshman, Sales Director of BSS.

The ability to pay bills using a QR code

PSB on May 12, 2022 announced that entrepreneur clients can now pay accounts in a chat bank using not only a photo or scan of the account, but also a QR code.

The chat bank for customers from among entrepreneurs small and medium-sized businesses of PSB has launched payment of bills by QR code messengers Telegram in and. WhatsApp The virtual assistant of the first chat bank for business, launched in the spring of 2021, automatically recognized only a photo or scan of the account. Now he can read a file with a QR code right in the messenger. After that, the client is invited to check the completed payment order, which he confirms with an SMS code using cloud electronic signature technology.

The virtual assistant in the PSB chat bank can also advise entrepreneur clients on the bank's products and services. And if necessary, connects the client with a bank employee to clarify the necessary information. PSB chat bank was created on the basis of technologies of the omnichannel dialogue  platform Digital2Speech company BSS, implements payment functionality and works in the most famous messengers Telegram and WhatsApp. Security of operations is ensured by two-factor identification. PSB business clients actively use chat bank.

PSB launched a chat bank for business in messengers in the spring of 2021 and in May 2022 the number of requests to our business assistant exceeds 10 thousand per month, therefore, seeing the demand for the service from customers, we continue to develop it by integrating updated convenient functions that significantly simplify routine business processes, said Ivan Patkin, director of the e-business department of medium and small businesses.

For BSS, the development and implementation of a chat bank in PSB is an important reputational project. Working in a team with bank specialists, we were able to create a service that is in demand by clients of a credit institution, benefits PSB, has good prospects for the development and expansion of functionality, BSS Sales Director Vitaly Pateshman commented.

2021

WhatsApp chat bank launch

speech technologies BSS A chat bank has been launched on the basis WhatsApp for business clients. PSB BSS announced this on November 9, 2021.

The solution of the payment functionality of the chat bank for small and medium-sized businesses in the WhatsApp messenger is based on the technology of the omnichannel dialogue platform Digital2Speech. They made it possible to implement the possibility of billing and payment without leaving the messenger. Security of operations is ensured by two-factor identification.

Earlier, a chat bank with payment functionality in Telegram was launched on the basis of the Digital2Speech, which is already actively used by some of the PSB business clients. The virtual assistant in the chat bank, created on the basis of BSS technologies using neural networks and machine learning, advises on service, answers questions, provides data on account balances and statements, is able to recognize and pay the bill.

We welcome PSB with another height - the launch of a chat bank in the WhatsApp messenger. The dynamics of the development of chat bank in instant messengers and the interest of customers in this channel demonstrates the correctness of the choice of solution. PSB has become a pioneer and leader in this direction and we are grateful for the trust in our technologies and experience, - commented BSS CEO Georgy Kravchenko.

We decided to change the very approach to the bank's interaction with customers - not to create new mobile applications, but, taking into account the security of operations, to use those communication tools that have already proven their relevance. PSB sees great potential in remote services that simplify routine but necessary processes related to doing business, so we will continue to expand the functionality of the chatbot and integrate the most popular banking services into the service, including lending, "said Alexander Chernoshchekin, head of the PSB digital business unit.

Organization of the possibility of paying bills in Telegram

PSB, using speech technology, BSS provided messenger Telegram the business with the option to pay bills in. BSS reported on July 5, 2021.

Payment functionality was the next step in the development of the PSB chatbot, implemented on the Digital2Speech platform.

The chatbot, created on the basis of technologies BSS c the use of neural networks and machine learning, automatically recognizes the account and offers the client a filled payment order. The client can only confirm the operation with an SMS code. The security of the operation is ensured by two-factor authorization and cloud electronic signature.

The BSS speech technologies used in the development of the PSB chatbot are included in the Unified Register of Domestic Software. They, in particular, allow you to recognize the client's intention, reducing the number of steps in the client's dialogue with the bot.

Customer service in automatic mode, without contacting other systems bank and the help of bank employees, significantly accelerated the processing of requests and reduced the burden on operators. contact center

PSB continues to develop the chat bank service - we have already implemented more than 20 consulting scenarios in demand by customers, and expect to double their number within a month. Now entrepreneurs have access to payment functionality in the usual communication channel. We've taught our chatbot how to bill and pay bills, which makes daily business routines much easier. PSB customers who have already used the service note the ease of use and convenience of making payments. In the future, we plan to introduce the service into other popular messengers, - said Alexander Chernoshchekin, Senior Vice President - Director of the PSB Digital Business Directorate.

The development of the PSB chatbot follows the path of introducing the functions most in demand by the bank's business clients. Our technologies allow you to realize the necessary capabilities flexibly, quickly and with high efficiency. I am sure that our speech technologies will allow both the bank and its clients to develop their business, "commented BSS CEO Georgy Kravchenko.

Starting the Katyusha virtual assistant

PSB launched a virtual assistant based on the BSS solution, which announced this on April 13, 2021.

Business assistant Katyusha, the name of the virtual assistant for clients of small and medium-sized businesses PSB, is able to promptly provide information on the services and products of the bank, make an account statement, send details and account balances. Very soon, a payment service will be available for all customers of the bank. It includes payment by free details, by phone number, by a previously created template, billing and payment of a recognized bill, and much more.

The system of omnichannel service of calls to the bank, implemented on the basis of the dialogue platform of the Digital2Speech company BSS, has become available to PSB customers . For April 2021, automation works in Telegram. In the near future it will be launched in other messengers, as well as on the official website of the bank, in the Internet bank and mobile application.

The implemented system allows you to reduce the burden on employees of the bank's contact center, eliminates the waiting time for customers on the line, and helps to receive, among other things, personal information in an automated mode, without the help of bank employees.

Katyusha is able to classify appeals, highlight significant information in the request and recognize the client's intentions, which significantly reduces the dialogue time. Deep learning algorithms are used to determine intentions and highlight the necessary details from customer requests. Highlighting the necessary details allows you to better and faster understand the purpose of the client's appeal without additional clarifying questions.

The use of the Craft Talk chat platform for dialogue with the client provides a convenient software interface for communication. If the robot receives an appeal on topics that it has not yet been trained with, the operator is connected to the dialogue. The chat platform interface allows the operator to see the entire history of the dialogue and immediately advise on the appeal.

At the initial stage of the implementation of a large-scale project, both general requirements for the system and specific scenarios for the interaction of the robot with the client were carefully worked out. The logic of dialogue scenarios with the virtual assistant has been worked out in detail to reduce the number of questions to the client when contacting. In total, more than 200 scenarios have been implemented, which will be gradually put into operation.

At the first stage of system startup, 20 scenarios are available. Customers can chat with the robot both on everyday topics and get advice on banking issues. For the first stage, the most popular topics were selected - how to go to the Internet bank, what to do if you forget your password, see your account balance in the chat, request a statement, etc.

According to our estimates, the share of accounts that PSB clients send to their counterparties through instant messengers is about 55%, so we want to provide small and medium-sized businesses with customer experience related to settlements with their partners - for example, pay the bill in a few clicks without leaving their usual communication channel. This will simplify financial interaction between counterparties and reduce the time for operations, while the omnichannel principle will be observed, since all operations will be displayed in the Internet bank and in the PSB My Business mobile application, "said Alexander Chernoshchekin, Senior Vice President - Director of the PSB Digital Business Directorate.

In the near future, the implementation of additional functionality of the robot, which will significantly expand its capabilities, help you become more "human," make it "smarter," simplify training, allow you to switch from one topic to another easier and faster in a dialogue with the client and return to previous topics of conversation without additional questions.