Sberbank Voice AI

The main articles are:

• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding
• Data mining Data mining

2023: Voice AI Performance

On November 24, 2023, Sberbank introduced the Voice AI solution, which will help entrepreneurs increase customer loyalty.

The solution will help the business improve the quality of communications with customers: it accumulates, processes and analyzes in detail all dialogues in any channels (chats, calls or audio pages). The platform is being implemented by a subsidiary of Sber Business Soft Bank.

The Voice AI solution is relevant for companies in any industry that want to increase sales and customer service. Dialogs from chats, processed calls and other conversations are automatically downloaded to the platform user's personal account in text form. Voice AI is easy to integrate into the company's internal business systems (CRM, ERP, BI) for operational enrichment with up-to-date business data.

AI models within the platform analyze conversations, identify trends and patterns, classify dialogs, build reports, and help evaluate operators. The user has access to a smart search mechanism, and the friendly interface does not require special training to master it.

Voice AI solves a number of important tasks for the business: it determines the topics of requests and customer needs, monitors the quality of work of employees and the effectiveness of scripts, identifies fraudulent schemes. The system recognizes negative appeals and conflict situations, which allows the entrepreneur to understand the reasons for their occurrence and prevent them in the future.

{{quote 'author = said Anatoly Popov, Deputy Chairman of the Management Board of Sberbank. | Our platform is just entering the market, but it is an absolutely mature product. We started developing Voice AI back in 2021 to solve intra-bank problems, and in 2023 we offered it to external customers and have already received a good response. While the platform is delivered in on-premium mode, but already in 2024 we expect to bring it to SaaS. This will make it available even to small companies, which will help entrepreneurs increase customer satisfaction, and therefore their loyalty,}}