Sberbank launches AI solution that makes call centre operators more efficient

Sberbank has presented a new function of the product Call Centre Operator Helper for corporate clients.

Since early 2018, the Call Centre Helper has used machine learning to assist operators of Sberbank’s Corporate and Investment Block in responding to clients via a special interface.

Now an AI module of the Helper can listen to conversations between clients and the operator, process them using natural language processing (NLP), and then automatically categorise the clients’ requests.

Future plans for the Helper include adding a function where the Helper listens to conversations and provides advice and information in real time. This will help provide fast and high quality responses.

Anatoly Popov, Deputy Chairman of the Executive Board of Sberbank: “We are presenting a new hi-tech solution that in the future will help cut the time needed to serve clients thanks to the automation of most routine tasks and the introduction of scenarios. For example, the AI helper will search for data in the bank’s IT systems in order to answer clients’ enquiries. Also in the future, automated client service scenarios will be introduced to considerably simplify operations.”

The solution has been developed on the basis of Sberbank’s NLP platform.