Raiffeisenbank started function of voice input in the channel of chats

2020: Start of voice input in the channel of chats

Raiffeisenbank announced on June 17, 2020 start in the channel of chats of function of voice input. Pointed out results of researches of the user experience demand of the solution. Among other updates of chats – personal pages of specialists of support and a possibility of commenting of estimates.

The recognition-engine of systems is responsible for speech recognition Google Assistant and Siri, and the interface is developed by a command bank. After recognition the message from voice turns into text and gets in chat-bot or directly to the specialist, depending on subject of the address. More than hundred subjects of questions – from information according to documents to recommendations optimal maps – are processed by the chat-bot completely automatically.

Function was implemented according to the results of qualitative and quantitative researches with participation nearly thousands of respondents.

Voice input combines advantages of real-life communication and asynchronous communication in a chat. It expands scenarios of use of chats and allows users to get service support or to ask questions to bank in the simplest and convenient format for each case, – Ilya Shchirov, the head of development of the channel of chats of Raiffeisenbank commented.

Also in the provided version of chats personal pages of specialists of support appeared. Users will be able to see with whom exactly they communicate and to leave the comment about work of the employee.

We noticed that though 80% of dialogs in a chat happen in mobile application, we receive 70% of comments about work of specialists from the website, – Ilya Shchirov noted. – Thus, the average score is displaced towards less frequency channel of communication and, therefore, is distorted. However a feedback from users becomes a basis for key improvements of our services and products therefore we are interested in that it was the most objective.

During the pilot of this function the quantity of estimates of specialists in a mobile chat grew by 20%. Afterwards based on the user responses it is going to create a rating system for motivation of specialists. For negative estimates there was an obligatory field of the comment that will allow to collect and process a feedback of clients more effectively. The analysis of responses is automated, in addition to estimates of specialists in the separate block chat-bot estimates are displaid.

Updating for June 17, 2020 is available to users Raiffeisen Business Online on Android, within two weeks it will be received by users Raiffeisen Online for individuals. The version for IOS devices will appear until the end of summer of 2020.

Raiffeisenbank develops chats as a format of a remote customer support since 2017. For June, 2020 it is the platform from 11 channels which the online bank and Raiffeisen Online mobile bank, the official site of bank and also social networks and messengers are among.