Bank voice assistants have moved to online services
Posted: Wed Jan 22, 2025 8:05 am
According to Dmitry Dyrovsky, LLM, large language models such as GigaChat will stimulate the development of the market.
Alexander Krushinsky, Director of the Voice Digital Technologies Department at BSS, explained that the main metric for voice assistants and chatbots is the percentage of automation, i.e. the share of requests that the robot closes, relieving the workload of live operators. "Targets for the percentage of automation iran whatsapp number database for banks are usually in the range of 20% to 70%. The specific figure depends on the number of robot scenarios that are planned to be implemented. The economic effect is calculated quite simply. The costs per operator are about 600 thousand rubles per month. If we automate a contact center for 300 operators and provide 30% automation, then the economic effect should be about 60 million per year."
According to Alexander Krushinsky, there are also secondary metrics for analyzing the effectiveness of voice assistants: they show the quality of the voice assistant (accuracy and completeness of recognition) and the percentage of speech recognition errors, but they are of an auxiliary, technical nature and have an indirect impact on the business effect.
and learned to communicate with voice assistants in smart devices
Banks use voice assistants not only to replace operators when answering phone calls, but also in online services. Sergey Bezbogov, Deputy Head of the Technology Block - Senior Vice President of VTB Bank PJSC, reported that in 2023, the audience of users of VTB Bank's voice assistant grew by 3.4 times compared to 2022, and the economic effect from the implementation of all artificial intelligence models in VTB amounted to 6.78 billion rubles for 2020-2022.
The voice assistant appeared in the VTB Online application in February 2021, a few months later, in September 2021, this voice assistant appeared in the column with Alice from Yandex, and two years later, in October 2023, VTB was the first among Russian banks to launch transfers using the fast payment system (FPS) using a voice assistant on smart devices with Alice.
"The economic effect from the implementation of VTB AI models created during the first stage of digital transformation from 2020 to 2022 amounted to 6.78 billion rubles. Thanks to AI models, VTB accelerated the process of corporate lending by 37.5%. We expect that by 2025 the number of users of all AI-based recommendation systems will reach 10 million people," said Sergey Bezbogov.
According to Anton Kovachev, making purchases and receiving services through smart devices is just beginning its journey in Russia, so assistants in smart devices are not perceived as tools for solving everyday financial issues, which makes integration with them more of a "toy" than a full-fledged tool.
"At a minimum, the problem is related to the tools for identifying and authenticating clients. Rosbank plans to do cross-integration next year, but for now in the format of general questions and answers. At the same time, we will continue to closely monitor the development of opportunities," said Anton Kovachev.
Alexander Krushinsky also believes that smart speakers will not take up a significant share relative to other service channels. "The phone and messengers are a more familiar and universal way of communication. But the implementation of services in smart speakers can bring real, quite tangible benefits to people with vision problems. Yes, the share of such clients is small, and it is unlikely that we can talk about any economic effect, but it is important to take into account the capabilities of these clients from a humanitarian and social standpoint," concluded the director of the voice digital technologies department at BSS.
Alexander Krushinsky, Director of the Voice Digital Technologies Department at BSS, explained that the main metric for voice assistants and chatbots is the percentage of automation, i.e. the share of requests that the robot closes, relieving the workload of live operators. "Targets for the percentage of automation iran whatsapp number database for banks are usually in the range of 20% to 70%. The specific figure depends on the number of robot scenarios that are planned to be implemented. The economic effect is calculated quite simply. The costs per operator are about 600 thousand rubles per month. If we automate a contact center for 300 operators and provide 30% automation, then the economic effect should be about 60 million per year."
According to Alexander Krushinsky, there are also secondary metrics for analyzing the effectiveness of voice assistants: they show the quality of the voice assistant (accuracy and completeness of recognition) and the percentage of speech recognition errors, but they are of an auxiliary, technical nature and have an indirect impact on the business effect.
and learned to communicate with voice assistants in smart devices
Banks use voice assistants not only to replace operators when answering phone calls, but also in online services. Sergey Bezbogov, Deputy Head of the Technology Block - Senior Vice President of VTB Bank PJSC, reported that in 2023, the audience of users of VTB Bank's voice assistant grew by 3.4 times compared to 2022, and the economic effect from the implementation of all artificial intelligence models in VTB amounted to 6.78 billion rubles for 2020-2022.
The voice assistant appeared in the VTB Online application in February 2021, a few months later, in September 2021, this voice assistant appeared in the column with Alice from Yandex, and two years later, in October 2023, VTB was the first among Russian banks to launch transfers using the fast payment system (FPS) using a voice assistant on smart devices with Alice.
"The economic effect from the implementation of VTB AI models created during the first stage of digital transformation from 2020 to 2022 amounted to 6.78 billion rubles. Thanks to AI models, VTB accelerated the process of corporate lending by 37.5%. We expect that by 2025 the number of users of all AI-based recommendation systems will reach 10 million people," said Sergey Bezbogov.
According to Anton Kovachev, making purchases and receiving services through smart devices is just beginning its journey in Russia, so assistants in smart devices are not perceived as tools for solving everyday financial issues, which makes integration with them more of a "toy" than a full-fledged tool.
"At a minimum, the problem is related to the tools for identifying and authenticating clients. Rosbank plans to do cross-integration next year, but for now in the format of general questions and answers. At the same time, we will continue to closely monitor the development of opportunities," said Anton Kovachev.
Alexander Krushinsky also believes that smart speakers will not take up a significant share relative to other service channels. "The phone and messengers are a more familiar and universal way of communication. But the implementation of services in smart speakers can bring real, quite tangible benefits to people with vision problems. Yes, the share of such clients is small, and it is unlikely that we can talk about any economic effect, but it is important to take into account the capabilities of these clients from a humanitarian and social standpoint," concluded the director of the voice digital technologies department at BSS.