Artificial intelligence accelerated service time in the contact center of OTP Bank by 45%

2023: Launch of a service to speed customer service in the contact center

OTP Bank launched a technological service to speed up customer service in its. contact center This was bank announced on August 28, 2023. This is a robot capable of advising clients on basic financial issues related to credit card products. The robot provides information about the available balances of funds, the presence of debts, the date and amount of payments and, in addition, answers general questions about bank services: how to pay off debt or find out the tariff and even maps knows how to send SMS with a card of bank offices.

As of August 2023, about 20% of customers contacting the contact center already welcome the robotic service. About 17% of questions from such calls are successfully resolved by the assistant without switching to the operator. And this is just the beginning. Our team plans to expand the capabilities of the assistant by the end of 2023, increase the number of service scenarios, as well as create services for activating cards, installing a PIN code and other useful options, - said Natalya Gorokhova, head of the contact center of OTP Bank.

Thanks to the integration of artificial intelligence into the algorithms of the contact center, the bank was able to speed up the customer service time when interacting with the [voice] robot by 45%. This allowed customers to receive the necessary service much faster when calling the Contact Center.

The bank's family of digital assistants is also represented by the voice robot Kira, which already integrated almost a year ago on outgoing calls from the bank. Kira presents credit and card products to customers, talks about their conditions and can advise on the remaining issues as part of an individual offer.