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Sberbank: SaluteBot Voice Voice Robot for Business

Product
The name of the base system (platform): Sberbank: SaluteBot Chatbot
Developers: Sberbank
Date of the premiere of the system: 2023/12/18
Technology: Speech technology

The main articles are:

2023: SaluteBot Voice Performance

Sber expanded the platform's capabilities to automate digital customer experience channels SaluteBot and introduced the SaluteBot Voice solution on December 18, 2023. This product configuration will allow the business to create, voice robots connect to telephony , and automate the process of processing incoming calls from customers. A solution integrated neural network with a model GigaChat that further simplifies the process of developing a customer communication scenario and helps to maintain a non-linear conversation without involving an operator.

SaluteBot Voice is based on a visual editor, with which you can build relevant scenarios for processing incoming calls to solve the tasks of each individual company. In SaluteBot Voice, you can choose which voice the robot will communicate with clients with a ready-made catalog of male and female voices. To make communication even more lively and familiar, you can activate the function of interrupting the robot replicas by the client. Also in the script there is a redirection to the operator and, if necessary, the ability to download audio recordings of the speech of real people.

The solution also uses SaluteSpeech platform speech technology, which allows you to cut off background sounds and shows a word error rate (WER) five times lower than the average benchmark in the market. Thanks to this, the robot already at the entrance correctly transcribes the client request, which guarantees the effectiveness of all subsequent communication and provides the most accurate routing and reduction in the time for processing incoming calls.

The service helps to analyze communication with customers and monitors how many incoming calls were received in a given period, how many of them the voice robot took over without involving the operator, what topics of calls were the most popular and much more. In addition, in SaluteBot Voice you can always find an audio recording or text transcript of a conversation, as well as the contacts of the desired client in order to quickly contact him.

To start using SaluteBot Voice, you need to purchase one of the tariffs for legal entities or individual entrepreneurs. Also, every month, everyone can use the test period, which includes processing 20 minutes of incoming calls to test the capabilities of the product before it is introduced into business processes.