Robot operator from VS Robotics began working in the contact center of the bank "Дом.РФ"

2022: Robot Operator Launch

The robot operator from VS Robotics began working in the contact center of the Bank ДОМ.РФ.

The implementation is aimed at resolving issues on the settlement of overdue debts of customers.

The functionality of the voice robot consists of automated calling of bank customers in order to recover the resulting overdue debt on a mortgage loan, consumer loan or credit card. The robot script contains various scenarios and motivators that take into account most of the client's likely responses.

The robot operator allows you to optimize the work of remote recovery specialists, thus reducing the resources spent while maintaining high efficiency. For bank customers ДОМ.РФ this is an additional convenient automated service and communication channel with the bank.

Voice robots are a solution demanded by banks to improve the efficiency of customer service processes. The robot operator allows not only to increase the speed and quality of informing ДОМ.РФ bank customers about overdue debts, but also to significantly reduce the burden on contact center operators. The solution helps to unload employees from routine operations and makes it possible to focus on more difficult work, pay more attention to solving non-standard situations to increase the loyalty of the bank's clients, "said Dmitry Teplitsky, head of VS Robotics.

There was a certain skepticism in our team about the effectiveness of using automated voice technologies. However, during the pilot project it became obvious that the use of the robot in the early stages of delay is absolutely relevant in terms of efficiency and allows the bank to significantly reduce process costs, - said Kirill Malinovsky, deputy director of the retail collection and management of non-core assets of the bank ДОМ.РФ.