Oschadbank Chairman of the Board Serhiy Naumov commented on the work of the artificial intelligence-based intelligent assistant «Sofia», which replaces the work of 500 operators in call centers. According to him, Oschad currently has 800 unfilled vacancies and AI is helping to combat the shortage of personnel.
Oschadbank Chairman of the Board Serhiy Naumov commented on the work of the artificial intelligence-based intelligent assistant «Sofia», which replaces the work of 500 operators in call centers. According to him, Oschad currently has 800 unfilled vacancies and AI is helping to combat the shortage of personnel.
Naumov spoke about this in an interview with Delo.ua.
«These 500 people can find themselves in other areas, in particular in the IT industry. If there is a demand for such programs, for artificial intelligence, then there is automatically a need for specialists who will develop such technologies,» said the chairman of the board of Oschadbank.
According to him, the labor market is currently in deficit and Oschadbank «can’t find people.»
«We currently have over 800 vacancies. Artificial intelligence can be a partial solution to the problems with the shortage of personnel, which is a result of the war and the general deterioration of the demographic situation in Ukraine,» says Serhiy Naumov.
Sberbank introduced the voice assistant «Sofia» in the first year of 2021. In 2022, the state-owned bank reported that it processes about 1.5 million customer calls each month.
«Sophia is a voice assistant that advises customers on a wide range of issues, such as scheduling appointments at branches and directing customers to appropriate specialists depending on their requests. Thanks to the use of „Sophia“, 75% of customer requests have been automated, the time for their processing has decreased, and the overall level of customer satisfaction has improved,» the bank reported.
It was previously reported that Sofia replaced 500 operators at Oschadbank and understands 99% of the Ukrainian language. Oschadbank also uses AI in marketing — to create illustrations, content plans and work with social media algorithms. In the future, the bank plans to introduce the use of artificial intelligence by all bank employees.
