Sberbank has increased the satisfaction of corporate clients with the help of speech analytics of the CST group

2023: The economic effect of speech analytics amounted to 138 million rubles

On February 10, 2023, the company CST reported that the economic effect of technology adoption speech analytics contact center Sberbank in for corporate customers was 138 million for rubles 2022. In particular, the key indicators of customer experience were improved due to voice analytics technologies: the customer satisfaction index (CSI) increased by 13.3 percentage points, and the usability indicator (CES) - by 16.5 percentage points. Speech analytics works on the basis of the product of the CST group of companies. Smart Logger

Sberbank's Corporate Solutions Center processes more than a million requests every month. 24/7 corporate clients are serviced by almost 5 thousand employees at 5 regional sites, implementing more than 20 service and technical support functions, as well as sales functions. With the introduction of voice analytics in the contact center, calls are recorded and automatically translated into text in the format of a client-operator dialogue with per second timing.

Speech analytics allows you to assess the courtesy and literacy of dialogues of all incoming calls, monitor the hygiene of the dialogue, identify parasitic words and speech errors among operators, and combat the use of highly specialized terms, abbreviations and chancellery. Over a year and a half, on the basis of feedback, more than 100 scripts on key products and services have been improved, sales models have been adjusted, and targeted training has been implemented. We have already achieved a significant increase in the most important business indicators: the growth of consent for sales amounted to 10.5%, and for individual services reached 48%. Focusing on the development of the customer experience, we emphasized that speech analytics has helped to increase customer satisfaction, said Sergey Lekhanov, director of the Corporate Solutions Center division.

Natural speech recognition and understanding technologies create special business values. High-quality speech analytics becomes a strategic difference - it helps not only to quickly answer the question, but to anticipate the client's desire, systematically improves client experience and increases economic effects in progression, noted Dmitry Dyrmovsky, CEO of the CST Group of Companies.

The functionality of the CST solution makes it possible to flexibly form complex nested analytical queries without limiting the length of the query or logical operators, giving complete freedom to test business hypotheses. A convenient filtering system for selecting and analyzing phonograms has also been set up. This allows you to perform a fine-grained, filigree search setup, which is necessary for working with such significant business cases as controlling work with objections, depreciation of negativity, assessment of the quality of argument. In addition, a wide range of integrations with external resources is implemented: telephony, various sources of audio data, chat platforms, CRM systems, reporting systems, while the CST solution, thanks to experience in large business and the public sector, withstands the highest loads in terms of data processing.