The use of AI enables OTP BANK to better understand the needs of its customers – D. Gramatik
The use of artificial intelligence technologies by the Call Center of OTP BANK JSC allows to analyze 100% of conversations with customers and to better understand their needs, and also opens up new opportunities for sales analytics. The head of the OTP BANK Call Center Dmytro Gramatik shared the experience of implementing AI tools into the Bank's work processes with the ekonomika+ media bureau.
«With the use of artificial intelligence, unlike traditional contact center methods, it is possible to evaluate 100% of conversations and at the same time maintain objectivity. Timely detection of problems allows to minimize the cases of incorrect consultations, maintaining an extremely high speed of response to requests. By providing constant feedback to the agent, we thereby grow true professionals who in turn care about our clients», - adds D. Gramatik.
OTP BANK Call Center in addition to the voice robot and chatbot "Omilia" with speech recognition, better known to clients as the Lesia robot (in honor of the famous poetess), actively uses a language analytics system based on Ender Turing technologies using the LLM (large language model) module. The system converts all conversations into transcripts and analyzes them.
The use of such technology allows:
- provide a check of the quality control of conversations;
- to create a system of automatic feedback to agents when manual adjustments are possible;
- create an analytics system that helps identify anomalies in customer service in real time and promptly implement changes;
- at a deep level, analyze the results of sales in the original databases and model the best "portraits of the seller";
- to better understand the client's problems, because unlike traditional NPS studies, there is no need to burden clients with additional interviews;
- create a platform for the development and interaction of help center specialists.
As D. Gramatik noted, the use of AI gives the Bank the opportunity to perform tasks that were considered unattainable 10 years ago.
You can read the article on trends in the use of artificial intelligence by following the link.
Share these news with friends!
Public Joint Stock Company OTP Bank is a subsidiary of OTP Bank, which is the largest independent Central-Eastern-European banking group. JSC OTP Bank is one of the largest domestic banks, a recognized leader in the financial sector of Ukraine. The Bank provides a full range of financial services to corporate and private customers, as well as to small and medium enterprises. The bank entered the Ukrainian market in 1998, and since then it enjoys a staunch reputation of socially responsible, reliable and stable institution providing its consumers with services of European quality standard.
Additional information
