Belagroprombank has introduced artificial intelligence from CraftTalk

2022: The introduction of artificial intelligence from CraftTalk

On August 16, 2022, CraftTalk announced that, together with its Belarusian partner, NEWLAND Technologies, they had implemented their solution in the contact center of Belagroprombank OJSC.

We try to be closer to our customers and constantly work to answer their questions as quickly and accurately as possible. To achieve these goals, a tender was announced for the purchase of a software solution that helps not only customers, but also our operators to keep the quality of service at a high level. In addition, the product itself should allow you to receive analytical information both on the efficiency of the contact center employees and analyze incoming requests from customers, - commented Marina Timofeeva, director of the contact center of Belagroprombank OJSC.

To automate the processing of text messages, the bank's contact center chose the intelligent omnichannel platform CraftTalk. The direct contractor for the deployment and adaptation of the solution was the CraftTalk partner in the Republic of Belarus - the NEWLAND Technologies company.

The result of the joint work of the project team was the introduction of a chatbot that answers most of the standard customer questions, such as: location and opening hours of branches, information on deposits and loans, requests for other information. The bot works in conjunction with operators and self-learns on the ever-expanding knowledge base that is part of the CraftTalk platform. The intelligent assistant is connected to the virtual site assistant and the Belagroprombank mobile application on the iOS platform.

The chatbot processes requests to the site and mobile application. As a result, bank customers almost instantly receive answers to standard and often recurring questions, and operators connect to the dialogue to solve individual requests, "said Yuri Makarov, leading marketing specialist, product implementation project manager from NEWLAND Technology.

Thanks to the introduction of an "intelligent assistant," the performance of the Belagroprombank contact center increased by 4 times, while about 70% of calls are processed by a chat bot.

We are grateful to our colleagues from Belagroprombank for choosing the CraftTalk solution as a communication platform. For us and our partner, NEWLAND Technologies is a major implementation in Belarus, which confirms the applicability and effectiveness of CraftTalk technologies for financial institutions and strengthens our position in foreign markets, - commented Mikhail Kharitonov, Development Director of CraftTalk.