VTB Bank introduces AI to speed up client services

The technology allows you to process standard user requests faster without human intervention. The goal of this technology is to speed up the processing time of the request from the client by 90%.

At the heart of this development is the use of advanced artificial intelligence – the possibility of self-learning. The introduction of the ‘Auto Machine Learning’ system will improve the customer experience and increase trust in robo-assistants.

The potential of the technology is there will be an increase to 40-50% of the share of requests, the processing of which can be automated and thus accelerated several times – from 50 to 90%, depending on the specific business case.

The development of the system was completed in record time. The introduction of the system will increase the overall quality of service for incoming requests between 10% to 30%, depending on the complexity and topic of the request. The technology has been tested on a number of client scripts.

Vadim Kulik, Deputy President and Chairman of the Management Board of VTB, said:
“As part of the technological transformation, VTB is working to introduce convenient and modern services for our customers. The goal of the transformation is the ability to provide customers with 100% availability of financial services online. The introduction of the Auto ML system is another step in this direction.”

VTB focuses on the introduction of artificial intelligence in business processes, including for the continuous improvement of customer services and countering fraud attempts.

In the future, VTB plans to gradually develop and apply advanced artificial intelligence technologies – both in the breadth of coverage and in improving the technologies themselves.