OTP Bank has automated more than half of customer communications in the chatbot

2024: Smart chatbot launch

OTP Bank automated 54% of chats with customers using Otti's intelligent chatbot on the Naumen Erudite platform. The chatbot reduced the average chat time by 30%, ensured availability during peak loads and maintained a high level of service with traffic growth. Naumen (Naumen Consulting) announced this on February 21, 2024.

The smart bot assistant answers customer questions in chats on the site, in the mobile application and Telegram in 257 scenarios. The most popular of them are early repayment rules and payment methods.

In the authorized area, the bot uses data bank systems and provides information about payments, product requests, checks the receipt SMS with a reminder. The functionality of the AI assistant is also integrated able to receive and send documents and. files

To solve the client problem the first time, the bot extracts all data from the client replicas and skips redundant script branches. Tuning the wording of remarks, emoji and onboarding at the start of the dialogue help make the dialogue with Otti more lively and comfortable for the client.

The chatbot serves 54% of chats with clients of OTP Bank without involving operators with monthly traffic of about 230,000 dialogues. The average chat service time by the operator is 210 seconds, while the chatbot resolves the request in an average of 150 seconds.

At the end of the script, the bot clarifies whether it managed to help, and at the end of the session it offers to evaluate the service and collects CSI estimates with comments. OTP Bank clients estimate the consultation provided by the chatbot by an average of 4.2 points out of 5.

Naumen Erudite allows you to quickly collect and run new scenarios for unplanned events. For example, it took about 2 hours for OTP Bank to prepare and put into operation scenarios for issuing credit holidays or Visa and MasterCard. On running scenarios, the bot can accept up to 70% of requests, which significantly offloads the contact center and allows customers not to wait for an answer in the queue, said Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.

The work of the chatbot on the Naumen Erudite platform reduced the average chat time by 30%, helped to ensure availability during peak loads and maintain a high level of service with increased traffic. In 2024, we plan to increase automation in chats to 70% without compromising the assessment of the quality of service, noted Natalya Gorokhova, Director of Client Technologies, OTP Bank.

OTP Bank focuses on building an even more "human" bot, in whose speech customers would read friendliness and a desire to help, as well as adding new integration scenarios that will shorten the client's path and make interaction with the bot even more convenient.