Sense Bank automated customer support using the NovaTalks platform
Sense Bank announced the implementation of the omnichannel platform NovaTalks from NovaIT, which unites all channels of communication with customers in a single interface.
Sense Bank announced the implementation of the omnichannel platform NovaTalks from NovaIT, which unites all channels of communication with customers in a single interface.
The technological solution was adapted to the specifics of a large financial organization: the bank implemented an AI assistant to support operators, chatbots with pre-written scripts to answer the most common queries, and also integrated the platform with internal CRM.
As indicated on the bank's website, this allowed us to automate part of routine communication, significantly reduce the load on operators, and reduce the average response time to the client.
According to Oleksandr Dragin, Head of Information Technology Development at Sense Bank, the integration of NovaTalks with the CRM system has opened up new opportunities for the bank in the field of customer service - from automatic identification to accurate routing of requests. "This has made it possible to make service more personalized and faster."
Since the launch of NovaTalks, there has been an increase in the proportion of calls handled by bots, as well as a noticeable increase in the speed of response to customer requests. In addition, in the event of an air alarm, the chatbot automatically notifies the customer and tries to process the request independently, allowing contact center employees to move to shelter in time.
Recall, earlier Sense Bank announced the launch of a new online function for individual entrepreneurs: from now on, you can add a proxy directly in the Sense SuperApp mobile application.
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