Sber has swept as many as six accolades during the International Customer Experience Awards (iCXA), a prestigious customer experience award.
Sber's telemarketing robot won for BestUseofDigital. This artificial intelligence-based bot calls customers, offering them Sber products and services. The solution is unprecedented in terms of quality, with only 0.5% of calls handled by a human operator after the bot.
The adoption of AI tech in retail customer support was recognized for the BestUseofCustomerInsight & Feedback. AI classifies queries automatically, resolves the issues in line, and deals with their essential causes.
The bank's customer care center in Stavropol won in the Contact Centre category for its projects improving customer care quality through AI.
The chat-bot for corporate customers was recognized among the best in the ContactCentre category. The bot processes clients' customized text and voice requests efficiently. AI can carry out commands like 'order a statement', 'need a receipt', 'enable merchant acquiring'. This chat-bot is unique for the B2B market.
A real-time feedback solution collecting feedback from small businesses and micro-enterprises won a BestMeasurementinCustomerExperience award. Launched in May 2020, the solution increased the amount of customer feedback 10 times while cutting its collection time to 15 minutes.
The mobile app for entrepreneurs called SberAdviser was recognized for the BestUseofCustomerInsight & Feedback. Launched in early 2020, the service has a mission to provide turn-key analytics and recommendations for SME owners, who can use them to develop their businesses. The mobile adviser lets you obtain data on your business metrics, the entire market, or specific industry in one click, with all analytical data inside the app based on AI and big data.
The International Customer Experience Awards recognize individuals and organizations that are trendsetters in using technology to improve customer service. The jury is composed of the world's leading customer experience specialists. This year the largest companies from several dozen countries took part in the competition.
You can learn more about artificial intelligence and data science technology, as well as Sber's new AI/DS solutions, during the AI Journey international conference, which will be held online from December 3 to December 5. You can register for a series of AI Journey events on www.ai-journey.ru
Sberbank of Russia published this content on 20 November 2020 and is solely responsible for the information contained therein. Distributed by Public, unedited and unaltered, on 23 November 2020 10:16:05 UTC