Ural Bank for Reconstruction and Development began to serve customers even faster with the help of Naumen solutions

2022: Transition of contact center to Naumen Contact Center and creation of voice assistants and chatbots based on Naumen Erudite

Ural Bank for Reconstruction and Development (UBRD), moved contact center from the platform SAP Business Communication Management to, and Naumen Contact Center also created on the basis of the solution and. Naumen Erudite voice assistants chat boats This was announced Naumen by the company on January 17, 2023. The modernization of the contact center made it possible to automate the processing of 27% of client calls with -, as well AIassistants as to speed up the work of 300 operators in general. bank

The Naumen Contact Center platform gave the bank the opportunity to create a single operator's workplace - to collect all the tools and data necessary for processing a case on one screen. For quick access to information, the contact center platform was integrated with the CRM system, the processing center and other IT solutions of UBRD. Working in a "single window" increased the speed and quality of customer service: the average call hold time was reduced by 14%, the average call processing time (AHT) - by 12%, and the post-call processing time - by 13%.

This IT solution provides an omnichannel approach to service: previously, client calls were processed separately in all text channels. With Naumen Contact Center, messages from chats on the site and in the mobile application, from well-known instant messengers, as well as from social networks "VKontakte" and "Odnoklassniki" are processed in a single interface with the preservation of the entire story by client. The bank gained access to end-to-end reporting: for example, the company can conduct an online analysis of the quality of processing requests in the context of different channels.

With the help of the Naumen Erudite product, UBRD launched intelligent assistant bots to adapt to the growth of client requests and reduce the burden on operators. The voice assistant on the incoming line helps classify and process calls in 108 scenarios. Naumen Speech AI synthesis and recognition technologies used by the voice assistant provide accurate understanding of the client's speech without delay and answers without pauses. In a chat on the site and in the mobile application, clients are advised by a chatbot. Intellectual assistants answer questions about various banking products - cards, deposits, loans, mortgages and so on, and also advise customers on the terms of registration. Collectively, bots serve about 27% of calls and messages arriving at the contact center.

The solutions provided by the Russian company Naumen provided a solid foundation for innovation and significantly expanded the pool of remote services. A single operating window of the operator, transparent control of work and robotization ensured an increase in the efficiency of the contact center by 25%, noted Yury Mishanin, head of the support unit for the center for remote sales and services of UBR.

In addition to the reliable operation of the contact center and the readiness for high loads inherent in enterprise companies, the Naumen product line provides business with innovative tools. So, in UBRD, within the framework of one project, many important tasks were solved: the transition to omnichannality and a single window model, the implementation of online reporting, the launch of a voice assistant and a chatbot, told Sergey Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.