VTB Bank and VTB Accelerator tested the Russian solution Voca Tech, which records and automatically analyzes the communications of the bank's branch managers with customers. The innovative product helped to increase the efficiency of employees. The service is already being used in one of VTB's divisions and is preparing for further scaling in the bank.
Voca Tech consists of three components: an audio badge, an algorithm for transcribing speech into text, and a set of analytical tools. During testing, the voice of the bank representative was recorded while communicating with the client using a special audio badge equipped with a directional microphone and an ambient noise suppression system. At the end of the day, the received audio file was automatically sent to a secure server. After the speech was "translated" into text, Voca Tech's own algorithms analyzed the content of the recordings, assessing various characteristics, including the frequency of use of individual words and phrases.
Based on the analysis, the system issued an individual report on each employee: the document contained metrics reflecting communication skills and politeness, compliance with sales scripts, as well as the completeness of the provision of information about the bank's products. The testing involved 165 employees from 28 branches of VTB's retail network in Moscow, St. Petersburg, Yekaterinburg and Yaroslavl. The total volume of audio recordings for three months amounted to more than 68 thousand hours.
"VTB has long been using a speech analytics system in the contact center, checking all calls and chats to control the quality of consultations and improve customer experience. Today, the bank uses these results to refine financial products. Now we are introducing the technology among office network managers to analyze their communications with visitors. Speech analytics tools will check the correctness of consultations, intonation of speech, in order to provide customers with exceptional service. With such technologies, employees better understand and feel their capabilities in managing the dialogue, this expands their competencies and reduces the overall level of stress when interacting with customers. As a result, the quality of service is growing," said Vasily Palatkin, Head of Retail Sales Department, Senior Vice President of VTB Bank.
"Within the framework of this project, we managed to achieve significant business effects, as well as provide managers with the opportunity and tool to give feedback to their team and point out points of professional growth on a daily basis. The potential of speech analytics solutions is enormous. We plan to actively explore other cases and scenarios for the application of technology, which is already transforming the user experience today, taking it to a new level, and also brings a tangible business effect," notes Natalia Degtyareva, Head of VTB Accelerator.
VTB Accelerator is a single window for searching and testing innovative technologies from the open market at VTB Bank. The VTB Accelerator database now contains almost 3 thousand startups. Over 4 years of operation, more than 120 pilot projects have been implemented, 50+ programs are planned or have been put into commercial operation in the bank. This is more than 30% of the total number, which exceeds the average market level.
VTB Accelerator, along with the Venture Studio and the VTB Technology Laboratory, form a unified system for working with innovations, which the bank presented to the market in the spring of 2023. It combines tools for fast and efficient work with innovations of any scale - from research, testing and testing to the creation of new projects.
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