The consulting firm Markswebb has determined which is the best chatbot for mobile banking for 2023, and it is the Alfa Bank bot. The company has selected the 10 best chatbots based on their ability to solve user problems, their ability to maintain dialogue, and the ease of use of the interface.
VTB closes the top three places in the Markswebb ranking with a high degree of automation and extensive interface capabilities. And the Sberbank bot took seventh position due to its instability.
Chatbot Rating 2023
- “Alpha Bank”
- “Sovcombank”
- VTB
- “Tinkoff”
- “Raiffeisen Bank”
- “Pochta Bank”
- Sberbank
- “Gazprombank”
- “Opening”
- PSB
The main advantages of a chatbot Alfa Bank, according to Markswebb, have become highly automated and polite. In particular, it is the only bot on the market that reminds the user to answer a question in cases where the conversation has been interrupted.
Another advantage is the bot’s ability to offer several different options for solving a problem.
“It is important that when it comes to negativity, the robot not only addresses the operator, but in most cases expresses its attitude to the situation: regret or sympathy,” the study clarifies.
The experts identified insufficient functionality of the interface as a weak point. The study points to an inability to communicate by voice. Poor implementation of image recognition was also observed.
chatbot “Sovcombank” finished in second place due to the automation of a number of processes, which was achieved over the past year. This applies to requests for both general and personal information. The researchers also observed high integration with other banking support channels.
The disadvantages of Markswebb include insufficient quality, which does not always adapt to the introduction of new features.
VTB finished in third place, behind its competitors in the level of empathy. Additionally, the chatbot cannot yet recognize graphical queries. According to other criteria, in particular automation, the VTB chatbot is not inferior to its main competitors. And in terms of the quantity and effectiveness of interface capabilities, the bot is the market leader.
Those who occupied 4th to 6th place Tinkoff, Raiffeisenbank and Post Bank in the study they were combined into one group. The chatbots of these organizations are characterized by being mature and with a satisfactory level of automation, but without advanced capabilities.
The decline in automation is largely due to the fact that in case of complaints, users are usually transferred to operators.
In terms of advanced capabilities, these chatbots lack the ability to change responses based on the format of the request.
“In addition, robots in this group are worse than leaders at distinguishing negativity and knowing how to work with it. There are situations in which the robot does not notice the negativity in the messages or silently transmits it to the operator,” the study explains.
Bot Sberbank He finished in seventh place because he lags behind his competitors due to his instability. The bot suddenly crashes even in the most basic scenarios. Among the disadvantages, poor automation of complaints and poor recognition of negativity in communication stood out. The robot reacts with doubt to a customer’s statement about his plans to change banks.
At the same time, the great innovation of the robot was highlighted. Over the past year, the interaction format has changed and it is now possible to communicate by voice.
“It stands out for its ability to choose the tone of communication, greater variety of responses and functional interface. Some of Sberbank’s implementations contain aesthetic and functional widgets that simplify the user journey and set a new standard for chatbot service,” explains Markswebb.
robots Gazprombank, Otkritie and PSB They took positions from 8 to 10, at this stage they need further development, since they are only in the first stage. They are worse than their competitors when it comes to dialogue and have a lower level of automation.
After testing the bots, the company identified some trends in the development of the technology. The results of the study showed a trend towards increasing integration of bots with other support channels.
Positive dynamics were also observed in terms of increasing the precision of query definition.
In early spring, Markswebb presented a rating of mobile applications of Russian operators.
Author:
Natalia Gormaleva
Source: RB
I am a professional journalist and content creator with extensive experience writing for news websites. I currently work as an author at Gadget Onus, where I specialize in covering hot news topics. My written pieces have been published on some of the biggest media outlets around the world, including The Guardian and BBC News.
