Croc and "CST" implemented in Alfa-Bank of the intelligent robot assistant

2018

" On September 20, 2018 it became known that CROC together with TsRT Group upgraded the system of dynamic speech interaction (IVR) of contact center of Alfa-Bank. Thanks to technologies of synthesis and speech recognition the smart voice robot without the assistance of the operator communicates with clients, providing them up-to-date information. The robot assistant allows not only to increase the speed and customer service quality, but also it is essential to lower load of call center operators. With its help Alfa-Bank expects reduction of annual operating costs on average for 100 million rubles.

Time of our clients is very valuable to us, and we aim to save it where it is possible. Thanks to the robot assistant in many cases need for navigation according to the voice menu and waiting of the operator disappeared. The robot successfully resolves about 50% of issues without involvement of the person, and this share grows. The system implemented by specialists of CROC and "CST" precisely in terms and without stopping customer service process, fully meets our expectations. Michael Tach, head of the block "Retail business 'of Alfa-Bank"

The robot assistant implemented by specialists of CROC and "CST" undertakes processing of standard requests of clients – specifies a remaining balance on the account/card, a remaining balance of debt on the credit, designates date and the amount of the following payment, activates the card and so forth. To obtain necessary information, the client has enough in a free form and without clicking of keys of phone, to sound the request. At an atypical request the voice robot quickly switches it to the operator.

If the client is in a noisy environment or too quietly speaks, the robot will ask it to pass into quieter premises, or to speak slightly louder. Capability of a system to understand the interlocutor constantly improves as specialists of bank continue to teach it to the words and phrases which are often used clients. The list of the transactions available to the robot continues to extend: in the near future he will be able to announce the client the status of its request for the credit, readiness of the plastic card ordered by it and also to adopt the statement on early complete or partial loan repayment.

Unlike most of other voice assistants, the robot of Alfa-Bank speaks a male voice. According to researches of bank, it is more comfortable to women to discuss financial issues with men. At the same time the client of Alfa-Bank on average calls in contact center about five times a year, the male client — less once, preferring to use online services.

2012

CROC upgraded call center of Alfa-Bank.