The chatbot handles 54% of chats with OTP Bank

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The smart assistant bot Otti on the Naumen Erudite platform answers customer questions in chats on the website, in the mobile app and Telegram in 257 scenarios. The most popular of them are the rules for early repayment and payment methods.

The bot uses data from banking systems and provides information on payments, product requests, and checks for SMS reminders. The AI ​​assistant can also receive and send documents and files.

clients without involving operators with monthly traffic of about 230 thousand dialogues. The average time for an operator to handle a chat is 210 seconds, while the chatbot handles a request in an average of 150 seconds.

The bot extracts all data brazil whatsapp number database from the client's replies and skips redundant script branches. At the end of the script, it clarifies whether it was possible to help him, and at the end of the session, it offers to evaluate the service and collects CSI ratings with comments. OTP Bank clients rate the consultation provided by the chatbot at an average of 4.2 points out of 5.

Dmitry Dyrmovsky, CEO of the CRT Group of Companies, believes that dialogue assistants are already very close to the human-like level, and modern speech technologies allow for a continuous increase in the level of automation of both external and internal communications: "The CRT Group, together with the Moscow Exchange's Finuslugi project, has developed a dialogue assistant to optimize customer experience. Already at the first stage of the project, it was possible to automate about 60% of requests in the text channel. At the same time, assistants go beyond the plane of solving urgent problems and become full-fledged elements of the brand. For example, the Alexandra chatbot of the Moscow metro processes 13 thousand messages per day, and the automation level has reached 70%.

Dialogue assistants can optimize not only external interaction with users, but also internal. On the AI ​​platform of the CRT, "ViKo" was created - a virtual assistant that optimized the work of the Main Computing Center of Russian Railways. In the first month of operation, "ViKo" processed 34,631 requests, successfully solving the problem in 85% of cases. The key trend of recent times is that large language models, such as GigaChat, will stimulate the development of the market and can help to achieve even more impressive results in the future."

"Automation of communications using bots not only improves customer service through 24/7 support and self-services, but also reduces staff turnover and increases employee productivity by transferring routine tasks to robots. This is especially relevant given the trends in the labor market. Smart text and voice assistants for business, which today are often difficult to distinguish from an ordinary employee, cope with a wide range of communication tasks in marketing, sales, customer service, and even recruitment and HR," says Robovoice CEO Alexander Pavlov.

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