MTBANK has introduced a virtual assistant into a mobile application and instant messengers

2024: Virtual Assistant Implementation in Mobile Application

MTBank implemented virtual assistant mobile application in and. messengers This was BSS announced on July 25, 2024.

The robot advises bank customers in the mobile application and in instant messengers, where it is available around the clock. The virtual assistant is designed to improve client service, unload operators and reduce response waiting times. The bot is configured on the BSS Digital2Speech dialogue platform.

Robot "Maria" is able to identify bank users and send relevant information on request in a convenient text channel.

Earlier, the BSS team developed voice assistant "Maria," which processes calls on the line. contact center Now customers bank can not only call "Maria," but also turn to her for help in the messenger. The assistant advises both individuals and legal entities.

The virtual assistant speeds up the work of the contact center, distributing the load and freeing up operator resources for non-standard tasks. Sometimes customers turn to the wrong department with a request, which stretches the waiting time for a response. Maria recognizes such errors and sends the question to the necessary division of the bank, which significantly speeds up service time.

However, the bot is not only a tool for automating the contact center, but also for personalization. The client chooses a convenient communication channel, and the robot will provide personal information upon request. If the robot cannot independently close the appeal, then it will transfer the application to the operator.

Шаблон:Quote 'author = said Igor Makeev Retail Business Director of MTBank CJSC shared what opportunities the introduction of a virtual assistant opens up.

Thanks to the virtual assistant, bank customers can seek help without leaving their favorite messenger. Robot "Maria" will quickly pick up the request and offer a solution to the issue. Although the virtual assistant was launched recently, the bank already sees a positive effect from its implementation and from the automation of text calls. For July 2024, we collect real customer cases that we analyze with voice analytics to make service even more efficient, commented Alexander Krushinsky, Director of Voice Digital Technologies at BSS.

2023: Robot operator launch

Belarusian MTBanke The robot operator in launched 4 months ahead of schedule. This was announced on August 7, 2023 by the company. BSS

Voice assistant Maria is implemented on the technologies of the omnichannel dialogue platform Digital2Speech BSS.

Voice assistant Maria in August 2023 received almost 455 thousand customer calls. At the same time, the robot worked 41 thousand calls independently, without transferring the call to the operators.

Starting the project, MTBANK planned to replace the existing voice bot, preserving the already implemented capabilities, expanding its functionality and performance. The bank has high requirements for the quality of business services, so it has chosen a solution based on the Digital2Speech platform.

We really did the project very quickly - in just a couple of months. Our ready-made recognition models and banking-related script templates helped. In addition, a team specializing in banking virtual assistants worked on our part. Special thanks to the customer's team, which, for its part, did everything professionally, promptly and in an organized manner - access to the API, coordination of scenarios, etc., - commented Alexander Krushinsky, Director of the Voice Digital Technologies Department of BSS.

Maria helps customers find out the amount and date of the monthly payment, the balance on the card, change the PIN code, block the card and pay off the payment on the installment card. Maria can suggest where to see the addresses of the branches, how to replenish the card without fees, and will also reassure customers if they missed a call from the bank.

The project is an important element in the process of providing high-quality service to MTBanka customers. We are trying to do everything possible so that the time necessary to solve the client's request is minimal, - explained Igor Makeev, director of retail business at MTBanka. - The main task of Maria is to accurately and correctly determine the topic of the client's appeal in order to solve: answer yourself or transfer the call to one of 10 specialized groups of operators. As of August 2023, our virtual operator has 22 scenarios in its arsenal, in which the robot automatically receives data from the bank's systems to provide information on request.

{{quote 'For August 2023, we do not plan to stop and are considering the further development of a virtual robot so that our clients' issues can be resolved quickly in various communication channels: both by phone, in chats, and instant messengers, - added the top manager of MTBanka. }}