YandexGPT-based financial assistant helps 20 million Банки.ру users

2025: AI Assistant Launch

Банки.ру - launched an intelligent assistant based on YandexGPT. This chatbot service helps users find suitable financial solutions faster, get answers to questions and quickly interact with operators. Yandex Cloud announced this on June 9, 2025.

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Фото: Yandex Cloud

The AI assistant is already available on the Банки.ру website, which is used by more than 20 million people. By June 2025, he answers popular questions and by the end of 2025, his participation in the processing of requests will grow to 20%. This will speed up information acquisition, reduce support workload, and increase user satisfaction.

Many banks have already implemented their own digital assistants, but among the financial Marketplaces in Russia , this decision was one of the first, which allows us to form new standards for the quality of service in, "said fintechindustriesMaria Shamba, director of the Банки.ру innovation department. - We work with a wide audience and well understand that for many customers it is more familiar and convenient to communicate in chat. Now we can respond to their requests much faster and more efficiently, which is fully consistent with the mission of the Банки.ру - to help users quickly resolve financial issues. Yandex Cloud is one of the leading public cloud platforms in, Russia which is constantly improving its solutions and work models. That is why we decided on strategic cooperation to improve the client service and create new opportunities for our users.

The financial assistant is built on the RAG (Retrieval-Augmented Generation) architecture, which finds the necessary documents in the internal knowledge base without transferring information to the open network. This allows you to get accurate and up-to-date answers, while protecting company data from leakage.

The model works in conjunction with Rasa - a system that recognizes the purpose of the user's appeal (Intentas) and directs it according to the desired scenario: to an AI assistant, operator or to a financial Marketplace service required by the user.

The technology is designed like this: the user asks a question in a chat on the site, the Rasa system determines the purpose of the appeal. After YandexGPT extracts the necessary information from the database - financial news, reference sections and other sources - and forms a response. If the question requires the participation of a person, the dialogue is transmitted to the operator. Widgets are also available in the interface for matching financial products and tracking the status of applications.

Updated scenario models undergo A/B testing in the personal account of users - this allows you to quickly receive feedback, improve algorithms and improve the quality of client service. In 2025, the development of the AI assistant will continue: the range of user scenarios will be expanded, dialogs will be more personalized and additional data sources will be connected to improve the efficiency of the digital assistant. The plans include further training of the model on new cases and a significant expansion of the number of intents - frequency customer requests, which can be attributed to specific categories.

This will allow you to better understand the needs of users and build internal business processes so that typical issues are resolved without the participation of the operator - convenient and effective for the client.

The project was implemented by a team of experts from Банки.ру and Yandex Cloud. Work to launch the project included testing on internal documents, building a knowledge base (financial news, FAQ), implementing filtering of sensitive requests and setting up a system of priority and relevance of responses.