Sberbank has implemented GigaChat in a contact center for corporate clients

2024: Implementation of GigaChat in the call center for corporate clients

Operators contact center Sberbank have a personal AI assistant based on neural network a model GigaChat for business. He analyzes communication with entrepreneurs, quickly finds the necessary materials in the SberHelp knowledge base, sammarizes information and gives hints to the operator. On average, specialists use up to 20% of such tips, and in some areas - up to 45%. Sberbank announced this on November 7, 2024.

This tool allowed operators to process business requests faster and better. The neural network model analyzes the dialogues of corporate clients and determines with an accuracy of 80% how politely and professionally the operator communicated, in case of deviation from the standards, the AI assistant makes service recommendations, which ensured an increase in the customer satisfaction index (CSI) by two percentage points.

Also, by automating routine processes, the load on operators decreased, and they were able to concentrate on more complex tasks. According to internal measurements, the productivity of contact center employees who use an AI assistant has already increased by 7%.

Шаблон:Quote 'author=said Sergey Lekhanov, Director of the Corporate Solutions Center Division of Sberbank.