The single work space (SWS) system for operators has added SWS.Assistant, a service using natural language processing. The NLP model transcribes the voice of callers into text in real time, analyzes and classifies the query, finds the required information, and advises the operator on how to help the customer.

Sergey Lekhanov, Director of Centre for Corporate Solutions, Sberbank:

“Businesses address CCS on a broad range of issues across more than 1,000 topics. An operator should listen to a customer carefully, understand the essence of the matter right away, and be very quick to find all the information necessary for the answer in the bank’s internal systems. The SWS.Assistant simplifies this task drastically by doing all the rough work for the operator, who can now focus on communicating with the client. As a result, we not only save time - for both the client and the operator - but also improve the quality of service.”

The adoption of the solution is supposed to save the entire bank an aggregate of over 7,000 hours a month. In 2021, Sber is set to expand the number of SWS.Assistant topics. This will increase the average handle time by an average of 10%, saving almost 40 seconds a call.