Eurasian Bank For The First Time In Kazakhstan Began To Use A Robot
Press release, Almaty, 18 November 2019
Since October 2019, Eurasian Bank started to using robots in customer interaction. At the first stage, the Bank launched robots in the Soft Collection Unit to call borrowers who are overdue on loans. For the first time in Kazakhstan, the Bank has applied artificial intelligence in collection, which is able to conduct dialogs with customers, record agreements and determine the reasons for delay in the early stages.
Based on the neural network, the robot can automatically be converted to the customer’s communication language — Kazakh or Russian. “During a month of operation, the robot operator showed higher efficiency, both in comparison with the auto-Informator and with a live operator. The robot does not go out for a smoke break, it does not need a lunch break, it is stress- resistant and does not know fatigue. As the first experience has shown, customers are more loyal to the robot, which is always friendly in conversation and will not allow itself emotional breakdowns,” comments Mr. Ivan Belokhvostikov, Deputy CEO.
Gradually, the load on the robot operator will increase, while Bank’s Soft Collection employees will be freed from routine calls.
In the future, Eurasian Bank plans to use robots in other service sectors: in remote sales (telemarketing), bank reference services, in surveys to determine Net Promoter Score (NPS), etc. The robot will be able to improve customer service quality, as it can easily integrates with Web services and databases and allows you to receive quick answers to existing customer questions, frees them from long waiting for an operator response, minimizes the need for repeating the same information by different operators when switching calls.
Eurasian Bank PR-Service
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