"The Renaissance the Credit" implemented a speech sensing technology in the structure of contact center

On July 2, 2015 it became known of implementation in contact center of Renaissance Credit bank of an intellectual sensing technology of the speech.

Project Results

At the appeal to bank clients can obtain necessary information, both by means of traditional IVR, and using a special voice system.

"Renaissance Credit", 2013

In the menu only one hello message with a question - what information interests the client. Having received the answer in a free form, a system will recognize its essence and switches the user to the corresponding specialist: for consultation on service questions, concerning receiving new products or to the questions concerning arrears. The analytics of the speech is constructed so that if at once a system did not manage to define heart of the matter, it will ask additional questions for refining of recognition of subject of the address.

"Our bank continues to improve process of customer interaction. Implementation of a sensing technology of the speech will allow us to reduce time spent by users for work with the IVR menu and also to reduce number of account transfers between operators. Along with it we have an opportunity to increase efficiency of use of services of self-service, – Andrey Abramov, the director of Renaissance Credit customer support noted. – Now about 10-15% of all incoming calls are processed by our virtual specialist. In the nearest future we are going to increase this volume several times".

Unlike a traditional IVR system the sensing technology of the speech allows to build free dialog with the client that positively affects quality of the provided service – 85% of clients prefer to pronounce information by voice. Feature of the voice system "Renaissance Credit" - its capability to self-training. In the course of work it accumulates information base and "learns" to define more precisely customer needs, distinguishing all new features, accents and phrases.