Uzbek "Trastbank" launched a text bot in Russian and Uzbek

2022: Launch of virtual assistant in Russian and Uzbek

Private joint-stock bank Trastbank (Republic of Uzbekistan) announced on October 31, 2022 the launch of a virtual assistant. The bot is posted in a web widget on the bank's website . He answers in Russian and Uzbek to incoming customer requests for working with cards, loans, deposits, as well as questions on general topics (addresses of branches and ATMs, opening hours, etc.). At the same time, the robot understands the Uzbek text both in Cyrillic and Latin.

Trastbank soon plans to expand the capabilities of the virtual assistant and launch it in the voice channel. First, the robot will communicate with clients in Russian, and in the future it will begin to advise in the Uzbek language. Also, the bank plans to launch an outgoing "collection" line software - the robot will call those who have overdue payment on the loan and remind them of the need to repay. In development, debt the launch of other scenarios of outgoing calls, for example, the offer of bank products to customers. In the future, the bank also considers the implementation voice biometrics of complex scenarios in the processes of servicing on the incoming line, for example, requesting a balance on an account, on information a loan issued, etc.

The implemented speech solutions in Trastbank are based on the omnichannel tax platform of the Swiss company Spitch. It covers all the needs of speech technology, and its components are seamlessly integrated with each other. This allows you to implement them all together or separately, as well as gradually connect to a single core and use early accumulated experience of interacting with customers. For example, when the virtual assistant is initially implemented in the text, you can quickly connect the voice channel in the future, and reuse the entire accumulated amount of knowledge, topics, scripts in the voice.

The introduction of speech technologies allows Trastbank to transform the client path, building intuitive business processes and improving the quality of customer service. A great feature of the implemented solution is its maturity, based on international experience gained in projects in various industries and large companies, commented on Ekaterina Savina, Director for Key Clients of BSS Uzbekistan.