Sber is testing telephone banking for individuals, the organization has already launched a pilot project for remote processing of consumer loans, said Elena Levina, vice president, head of Sberbank’s Customer Service division.
According to her, the process will be done gradually, starting with those services that do not require serious client involvement.
“We already launched a pilot with consumer loans at the end of last year. The next step is to design products that are more complex for customers using a video call,” Levin was quoted as saying by TASS.
He clarified that telephone banking allows avoiding unnecessary visits to branches, and the registration of products is carried out completely remotely.
According to Levina, in the last five years, the level of automation in service delivery has grown significantly. If before it was around 20%, today up to 70% of customer incidents are resolved through bots in chats and calls.
This year, Sberbank intends to improve its bot, making it more empathetic, Levin shared his plans. The new feature will allow you to interrupt the robot to immediately jump to the desired topic.
Author:
Natalia Gormaleva
Source: RB
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