Дом.РФ Bank launched a voice assistant on Naumen Erudite

2022: Voice Assistant Launch

in Voice Assistant , Bank of ДОМ.РФ launched as part of project import substitution contact center the in to serve incoming calls, runs on the the Russian platform. Naumen Erudite The bot assistant significantly reduced time the service of 68% of incoming calls and helped to cope with the growth of the client portfolio by 30% without expanding the staff. The company Naumen announced this on December 15, 2022.

The launch of a voice assistant on the incoming line is due to the need to work with a growing flow of appeals against the background of a large-scale advertising campaign and state support for mortgage programs. The creation of a bot assistant on the Naumen Erudite platform took three months, and as of December 2022 it receives 20% of incoming calls: some process completely independently, the other classifies and routes to operators ДОМ.РФ. Incoming line automation provided a high level of service - 80% of calls are received within 20 seconds.

The robot answers customer questions about deposits, mobile bank and mortgages, and also selects mortgage programs depending on the type of housing and validates the profile of a potential mortgage borrower. The assistant conducts "prescoring" before transferring customers to specialized groups of operators: asks basic questions about age, place of registration, seniority. The operation of the voice bot saves 0.5-2 minutes of operator time in each dialogue, which in total frees up about 80 hours a month.

Naumen's speech synthesis and recognition technologies bring the assistant's dialog skills closer to a living person: the bot quickly and without delay recognizes what was said, does not get lost during pauses and correctly responds to questions and clarifications.

As part of the import substitution project, ДОМ.РФ is simultaneously transferring the contact center to the Russian communication platform Naumen Contact Center. The IT system will provide the bank with an omnichannel client service.

In the process of import substitution of a foreign platform, we applied a product approach, took into account the "pain" of the client. The launch of an AI assistant in the contact center will improve the quality of service for service consumers, optimize internal workflows, and contribute to the development of the bank's business, "said Nikolai Kozak, Managing Director for IT and Digital Transformation at the bank ДОМ.РФ.

Naumen's products at the Bank of ДОМ.РФ formed the basis of the contact center's import independence. Solutions will ensure service continuity under high loads. Also, with their help, the bank solves the tasks of automating the incoming line. The smart assistant created as soon as possible on Naumen Erudite helps the contact center scale up with the business, while maintaining operational efficiency, "said Sergei Popov, director of the department of contact centers and robotic systems at Naumen.

The ДОМ.РФ plans to bring the number of incoming calls received by the voice assistant to 100% by January 2023.