Sberbank: SaluteBot Chatbot

The main articles are:

• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding
• Chatbots (Chat-bot) Virtual interlocutors

2024: The ability to create chat bots based on GigaChat

Customers of the SaluteBot platform have access to the ability to create chat bots based on GigaChat. This was announced on May 28, 2024 by representatives of SberDevices.

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SberDevices

Integration with the GigaChat API has expanded the platform's capabilities to automate communication with SaluteBot clients. Now the business can upload documents in pdf format up to 300,000 thousand characters each to SaluteBot, including: company policy, product and service information, FAQs, presentations and others. Based on the loaded information, a unique "knowledge base" is formed, which allows you to speed up the process of creating a bot and increase its ability to process even more customer calls.

Upon receiving a request from a client, the chatbot searches for text fragments relevant to the request among previously downloaded documents (knowledge base), this function is based on RAG (Retrieval Augmented Generation) technology. If necessary, he asks clarifying questions and, when forming an answer, uses only the information that is in the documents. At the same time, the bot not only copies part of the finished text, but adapts it into a convenient format for perception, the company said.

In addition to the information from the uploaded documents, GigaChat can maintain a free dialogue with the client using the data on which the model itself was trained. Thus, even if the script did not provide for a client question, the chatbot will still be able to answer it. According to SberDevices, the use of GigaChat in SaluteBot allows you to achieve a level of automation of communication in text channels of up to 85%.

In order for the chatbot to give the highest quality and relevant answers, when creating its script, GigaChat automatically generates an extended list of synonyms, on the basis of which a list of training phrases for the intents (the intentions of the clients with whom they handle) is formed. It remains for a person to check the proposed options and, if necessary, supplement them. This approach reduces the time to develop a chatbot script from 5 hours to 15 minutes.

"Integration with GigaChat allows SaluteBot users to create effective virtual support staff with a wide range of knowledge who are 24/7 ready to provide the most complete and accurate information at any customer request. In addition, the use of the model makes it possible to control the level of empathy of the bot, configure the necessary Tone of Voice in order to increase the Customer Satisfaction Index (CSI), "said Denis Filippov, CEO of SberDevices.

As the developers specified, all new capabilities based on GigaChat are available to businesses within the framework of the current SaluteBot tariff plans, at no additional cost.

2023

SaluteBot Voice View

Sberbank expanded the capabilities of the platform to automate digital channels of interaction with SaluteBot customers and on December 18, 2023 introduced the SaluteBot Voice solution. This product configuration will allow the business to create voice robots, connect them to telephony and automate the process of processing incoming calls from customers. The solution is integrated with the neural network model GigaChat, which further simplifies the process of developing a scenario for communicating with customers and helps maintain a non-linear conversation without involving an operator. Read more here.

The ability to connect GigaChat

The service for automating communication with SaluteBot clients has the opportunity to connect artificial intelligence -. GigaChat Thanks to integration with the ensemble neural network of models, SaluteBot has acquired the ability to create chat boats the next generation for businesses that handle even more calls, according to September 21, 2023 in. Sberbank

Now business can in a short time create a predictable chatbot with a clearly built business logic, a predefined format and the tone of communication in accordance with the specifics of its field of activity. At the same time, nothing changes for customers. The chatbot remains a single entry point in order to ask your question in the usual format and get an answer to it in a short time.

If the user connects GigaChat to his bot, and during communication with the client in the script there is no ready answer, the chatbot will turn to GigaChat for help and will be able to continue the conversation without switching to the operator.

Integration with GigaChat has taken SaluteBot to a whole new level, allowing you to create full-fledged AI assistants for business, which will become a real driver for the growth of communication automation in the text channels of many companies. We can say that artificial intelligence creates a "second support line" for the chatbot, unloading contact center operators and improving client experience. The use of GigaChat has reduced the time for creating a chatbot script and its output to the customer communication channel by up to 20 times. In addition, the simple and intuitive SaluteBot interface does not require special knowledge and programming skills to work with the product.

The ability to connect AI is available to all current and new users at the current SaluteBot tariffs at no additional cost, the Sberbank said.

Customers stay up

Every third customer goes to competitors if they do not receive an answer to their call or contact the company within 10 seconds. On average, due to the human factor, business misses 18% of requests. This is enough for companies to have an urgent need for tools to automate the process of communicating with customers in voice and text channels. For example, the chat bot from SberDevices - SaluteBot is included in the dialogue in 2-3 seconds, quickly analyzes the request and finds the desired answer, relying on keywords in the client's question, helps to unload the support line. Read more here.

Integration with edna chat center

The SaluteBot chatbot from SberDevices is integrated with the edna chat center. The partnership will provide large Russian business and the public sector with an integrated solution for organizing effective and safe omnichannel communications with customers. SberDevices announced this on March 15, 2023.

Edna chat center - software for contact centers is a single window for the operator to work in digital channels: instant messengers, social networks, e-mail, chat on the site and in the mobile application. With the solution, you can carry out a full cycle of working with the client in text channels.

SaluteBot, integrated with the edna chat center, will be able to reduce the burden on operators by 20% and free up their time to solve more complex issues, as well as make it possible to interact with customers at any time of the day. At peak times, SaluteBot will alert the client about the queue and indicate the wait time or offer to resolve the issue without an operator. Thanks to this, the business will be able to improve the quality and speed of customer service, optimize the operation of the contact center and reduce the cost of its maintenance.

The complete solution can be used both in the cloud and in the contour of the customer (on-prem), which meets the high security requirements of large companies.

In order for our customers to receive the best service and technology with a high degree of protection and reliability, we very carefully choose partners. Edna provides advanced solutions for automating customer communications and is an important player in the market. The integration of the edna chat center with our SaluteBot chat bot will provide large businesses and government agencies with a complete product that allows them to build the most efficient and secure communications with customers in digital channels. said Denis Afanasyev, director of the B2B products division of Salut SberDevices.

One of the key trends in the client service industry is convenience, the ability to write from the usual messenger and quickly get a solution to your issue. At the same time, it does not matter for the client, the operator decided the question or bot. In turn, it is interesting for business to maintain and increase the number of clients, to work effectively with the growth of the base, which is always accompanied by an increase in incoming calls. Partnership with SberDevices will allow you to offer the market a high-quality solution that integrates with the customer's internal infrastructure to meet the current business needs, noted Nikolai Savelyev, business partner for the product chat center in edna.