Voxys specialists will provide remote service for SBI Bank customers

2023: Creating a remote service for customers

Voxys specialists will provide remote service for SBI Bank clients, including the operation of the incoming and outgoing telemarketing system, consulting and presentation of services and banking products in voice and text communication channels. Voxys announced this on April 26, 2023.

The VOXYS team of IT experts is tasked with automating the client service system based on its own IT developments with the integration of the customer's information systems. In order to ensure the information protection of personal data of customers in the [contact center] e VOXYS, a dedicated security perimeter was created with an access control system for the employees involved in the project.

The Bank's SBI Customer Care Service has always emphasized voice communications as a way to individually address service issues. Against the background of the general one robotizations call centers , this becomes, among other things, our plus - most people still prefer to receive answers from a person, not a bot. Nevertheless, the number of clients is growing, increasingly and more willing to choose digital channels as a means of communication - the fastest, most convenient and familiar ways of communication for them. That is why, without abandoning voice service, we are also introducing automated forms of voice service, - said Maria Tsvetkova, acting Head of the Department for Improving the Efficiency of the Bank's Client Service.

As of April 2023, automation has been partially implemented on the project: when calling the SBI Bank hotline, the robot informant reports reference information on exchange rates. The promising automation of the project provides for the consistent integration of a number of IT solutions based on speech artificial intelligence, in particular, the introduction of chat bots for the initial processing of web requests with the ability to automatically seamlessly translate a contact center to an operator.

We are glad to start cooperation with SBI Bank and share our competencies in the field of creating a digital client service for financial structures, in particular, automating processes by introducing voice analytics systems, chat bots and voice robots, "said VOXYS Business Development Director Ekaterina Potapova.

The partnership between VOXYS and SBI Bank is part of the strategy of both companies to expand opportunities in the field of customer service and constantly improve customer experience.