Ak Bars Bank together with Heedbook implemented the system of optimization of work of the offices

On June 18, 2019 the Microsoft company reported that Ak Bars Bank, one of universal banks of the Republic of Tatarstan, together with a technology startup of Heedbook, within a pilot project implemented the system of increase in efficiency of offices of the company. As a result of cross-selling of additional services increased twice, customer satisfaction grew by 23%, and the quantity of reasonable complaints – was reduced by 14%.

Neural network the solution Heedbook was developed on the basis of cognitive services Microsoft Azure and Azure Cosmos DB. The technology performs the analysis of dialog with the client, defining what feelings he has at communication with the employee. According to the results of the manager can come on the Heedbook portal and look how there took place interaction and also identify the moments requiring completion.

At the first stage the employees of one of bank departments directly interacting with clients changed style of communication to more polite, positive and informal. Analyzing an audio-and video flow, the Heedbook system measured the level of satisfaction of visitors at the time of service and revealed that in a week it grew by 23%. Moreover, quantity of reasonable complaints during this time decreased by 14%. A system also simplified work as conflict situations on the front line: now they can be looked and sorted in a personal account of Heedbook.

Job analysis of employees showed that not all from them offer clients additional services. On the basis of videos of dialogs from the Heedbook system target trainings of linear managers were developed. After training the overall level of cross-offers and cross-sellings grew twice.

Based on a pilot project standards in work the Ak Bars of Bank – with higher quality of service and happy clients who want to interact more with bank were created and to recommend it to acquaintances. Accomplishment them will be controlled by the Heedbook system: it is planned that it will be implemented in all bank departments until the end of 2020.