Artificial intelligence from CraftTalk helps Ingosstrakh Bank improve customer interaction

2023: Organization of omnichannel interaction with clients

and Ingosstrakh Bank CraftTalk January 22, 2024 revealed the details of the project to organize omnicanal interaction with clients. bank

For operational omnichannel communication, a single base is important with the most complete information interaction with the client, as well as a convenient interface that allows operators contact center to prepare and send answers to customer questions regardless of the channel through which the appeal was received. For this purpose, Ingosstrakh Bank JSC decided to implement AI a platform that CraftTalk allows expanding the number of communication channels (web-chat was also added messengers). Now communication bank with is available through the window on the official website of the financial organization, in the chat, in, mobile application messengers as well as on. At email the same time, operators communicate contact center in a single window format without the need to switch between different systems.

One of our tasks is to expand communication channels without increasing the load on operators. About a third of calls to the bank's contact center are processed in text channels. We estimate that about 50% of dialogues will be handled by AI without operator input. Most of the requests begin with standard questions, which can easily be answered by an intelligent assistant. It is for these purposes that we decided to combine the work of contact center operators in text channels using the CraftTalk platform. This gives us the opportunity to be in touch with customers around the clock and communicate in any format convenient for communication, - said Evgeny Kiryushin, Head of the Remote Service and Sales Department of Ingosstrakh Bank JSC.

The implemented platform allows using AI to quickly find answers to the knowledge base of Ingosstrakh Bank JSC, prepare responses to the request for operators, and send them from a single window to the channel through which there is a dialogue with the client.

I would like to note the deep degree of elaboration of the project and the choice of technology on the part of the bank team. At the start of the project, a pilot project was carried out in the cloud, and only then a decision was made to implement on-premium. Also, colleagues did a lot of work on setting up reporting for themselves, showing a number of parameters for the efficiency of employees and topic analytics, - Denis Petukhov, CEO of CraftTalk, thanked the partners.