Gazprombank First Vice President Anna Goryacheva
Posted: Sun Jan 26, 2025 9:49 am
Representatives of the Gazprombank press service said that the service generates an answer to a client's question of any complexity online, and also recognizes the emotions of the client and the operator. " This allows you to adjust the course of the dialogue and thereby improve the quality of interaction with the client. During the conversation, the personal assistant recognizes and analyzes the speech of the client and the operator in real time, extracts data from romania cell phone number list the audio stream and analyzes the emotional state of the interlocutors. Based on trigger words, the assistant generates and displays prompts to the operator for further work with the client. In case of emotional stress, he can offer to transfer the call to another operator or provide a full script for further work , " - said representatives of the bank's press service. In addition, they added that data on the emotional state of the client and the operator is transferred to the supervisor, who monitors and decides on further actions. " The prompts provided to the operator by the personal assistant allow for greater empathy and avoidance of negative scenarios in the development of dialogue, and also prevent emotional burnout of employees , " they explained.
noted that the software made it possible to speed up the adaptation of new employees, minimize the stress load on operators, and increase the number of positive, productive dialogues with the bank's clients .
The head of VS Robotics Dmitry Teplitsky said that the key goal and objective of this project is to increase the efficiency of negotiations, reduce the workload of operators, prevent employee burnout, and increase business process indicators. " Our experience and implemented cases show that the integration of such solutions reduces reputational risks, increases customer loyalty, and allows us to provide a high level of service , " he noted.
Dmitry Teplitsky said that this is the first solution that has entered commercial operation. " The cost of the solution is calculated individually and depends on the complexity of implementation, integration with the customer's internal software and the number of active operators . The solution can be used in any large contact center where operators work with a large volume of complex information and there are a large number of operators at the adaptation stage , " said Dmitry Teplitsky. He added that the development took 11 months .
And FG Finam analyst Leonid Delitsyn estimated the annual cost of such a system at 10-15 million rubles.
noted that the software made it possible to speed up the adaptation of new employees, minimize the stress load on operators, and increase the number of positive, productive dialogues with the bank's clients .
The head of VS Robotics Dmitry Teplitsky said that the key goal and objective of this project is to increase the efficiency of negotiations, reduce the workload of operators, prevent employee burnout, and increase business process indicators. " Our experience and implemented cases show that the integration of such solutions reduces reputational risks, increases customer loyalty, and allows us to provide a high level of service , " he noted.
Dmitry Teplitsky said that this is the first solution that has entered commercial operation. " The cost of the solution is calculated individually and depends on the complexity of implementation, integration with the customer's internal software and the number of active operators . The solution can be used in any large contact center where operators work with a large volume of complex information and there are a large number of operators at the adaptation stage , " said Dmitry Teplitsky. He added that the development took 11 months .
And FG Finam analyst Leonid Delitsyn estimated the annual cost of such a system at 10-15 million rubles.