Personal assistant from VS Robotics optimizes the work on debt settlement at Gazprombank

2023: Integration of Personal Assistant from VS Robotics into Debt Settlement Processes

Gazprombank integrates personal, assistant developed, into debt VS Robotics settlement processes. The system is based on the output of prompts to the operator based on the context of the dialogue with the client, as well as recognition emotions in the time conversation. This was announced on January 27, 2023 by VS Robotics.

Personal assistant of the contact center operator for problem debt settlement is a comprehensive solution created by the VS Robotics team. The service generates an answer to a client's question of any complexity online. It also recognizes the emotions of the client and operator. This allows you to adjust the course of the dialogue and thereby improve the quality of interaction with the client.

The solution works as follows: During the conversation, the personal assistant recognizes and analyzes the speech of the client and the operator in real time, extracts data from the audio stream and analyzes the emotional state of the interlocutors. Based on the trigger words, the assistant generates and displays prompts to the operator for further work with the client. In case of emotional stress, he can offer to transfer the call to another operator or provide a full-fledged script for further work.

In addition, data on the emotional state of the client and operator is transmitted to the supervisor, who monitors and decides on further actions. The prompts provided to the operator by the personal assistant allow you to show more empathy and avoid negative scenarios for the development of dialogue, as well as prevent emotional burnout of employees. The personal assistant is aimed at maintaining long-term, trusting relationships with clients, increasing the efficiency of the contact center for resolving problem debts and optimizing the load of operators.

The key goal and objective of this project is to increase the efficiency of negotiations, reduce the burden on operators, prevent burnout of employees, and increase the performance of the business process. Experience and implemented cases show that the integration of such solutions reduces reputational risks, increases customer loyalty, allows you to provide a high level of service, noted Dmitry Teplitsky, head of VS Robotics.

It is important for the bank to support customers in any life situation, maintain a trusting relationship, come to the rescue in a timely manner and find a solution to the difficult situation. To this end, a Personal Assistant was introduced, which allows in real time to recognize the emotions of the parties - the operator and the client during the dialogue, promptly prompt the operator and adjust the course of the dialogue. The software made it possible to speed up the adaptation of employees, minimize the stress burden of operators, increase the number of positive, effective dialogues with the Bank's clients, said Anna Goryacheva, First Vice President of Gazprombank.