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MTS Exolve, a developer of communications solutions for business, has created a digital assistant for Khlynov Bank.
The voice assistant integrated with the IVR (Interactive Voice Response) system allowed the bank to automate a number of customer services: receiving feedback and measuring the customer loyalty index NPS (Net Promoter Score); activating corporate clients and settling debt issues with the bank.
Thanks to the implementation of the solution, the efficiency of calling to activate corporate clients has increased by 2 times. In addition, 30% of retail clients who received a reminder via a voice robot began to pay their debt to the bank on time.
Automation of customer loyalty index (NPS) measurement has optimized the work of contact center employees, who previously made phone calls. To evaluate the metric, the digital assistant makes about 10 thousand calls per month: it greets the subscriber, offers to evaluate the quality of services on a scale from 0 to 10 points and asks about the willingness to recommend the bank to their friends, after which it generates and downloads a report.
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“One of the values of Khlynov Bank is humaneness in customer service. In offices, in chat and on the phone, people communicate with clients, not bots,” said the head of the customer experience department of Khlynov Bank Elena Susorova. — However, in some projects, the bank uses digital solutions. The robot, implemented jointly with MTS Exolve, helps us not only optimize the receipt of feedback from clients, but also work more effectively with corporate clients and manage debt.”
“It is no coincidence that robots are one of the fastest growing technologies on the market. We see that voice assistants bring excellent results to businesses,” said the director of MTS Exolve. Ramil Bikkuzhin. — They not only save resources, but also increase business efficiency, sales, and customer loyalty. I think that within 5–10 years we will see an explosive growth in interest in voice bots.”
