Pochta Bank is increasing sales of loans and credit cards using Natasha's smart voice robot

2022: Boost sales with Natasha's voice robot

Post Bank on June 27, 2022 announced that it is increasing sales of loans and credit cards using Natasha's smart voice robot to call customers. As the results of his work show, the robot is no longer inferior to the operator in terms of the quality of the dialogue and the level of conversion, while it is 4 times cheaper. As of June 2022, a voice robot in Post Bank processes about 25% of the client base for calling. The bank plans to more than double this figure over the next 2 years - up to 60%. This will save up to 60% of the telemarketing budget.

Natasha's robot looks like a human and completely replaces it without loss of quality and performance. She knows how to conduct a full-fledged dialogue: talk about the conditions of the loan (amounts, rates, terms, etc.), joke, it can be interrupted. Natasha has a great variety of answers, can answer one question in different phrases, which provides a feeling of "lively" speech. To achieve this effect, a complex dialogue script with a large number of branches was developed, and a hybrid scheme was also used - a combination of pre-recording and synthesis. The know-how of Natasha's robot is the ability to select product parameters and credit conditions based on the needs of the client. This allows her not just to inform the client, but to sell.

The bank said that they set themselves the goal of creating such a robot that will be perceived as a living person and can not only replace it, but do it without loss of quality and effectiveness. And it was possible: the robot sells as efficiently as the operator, and at the same time costs several times cheaper. The number of times a robot misinterprets speech is less than 1%.

In order to achieve maximum efficiency, the robot will develop further. It is planned to train him in the selection of the nearest branch and work time using geolocation services, as well as make "cold" calls, attract new customers and fill out applications. Also, the robot will learn to select the tone and format of communication for various segments of clients, send SMS and messages to instant messengers, where another robot, text, can pick up the client. Robotization is already widely used in many areas for routine operations - it is convenient, beneficial and, as practice shows, effective. And with the further development of artificial intelligence, the role of robots will only increase. At the same time, the bank does not plan to completely replace communication with a person, all complex and requiring a special approach calls will still be made by operators.