ВТБ повысил качество обслуживания клиентов в отделениях с помощью речевой аналитики

VTB Bank and VTB Accelerator have tested the Russian solution Voca Tech, which records and automatically analyzes the communications of the bank's branch managers with clients. The innovative product has helped to improve 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, a special audio badge equipped with a directional microphone and ambient noise cancellation system was used to record the voice of the bank representative while communicating with the client. At the end of the day, the resulting 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, and the completeness of information provided about the bank's products. 165 employees from 28 VTB retail network branches in Moscow, St. Petersburg, Yekaterinburg, and Yaroslavl participated in the testing. The total volume of audio recordings over 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 is also using 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 and speech intonations to provide customers with exceptional service. With such technologies, employees better understand and feel their capabilities in managing the dialogue, which 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 areas for professional growth on a daily basis. The potential of speech analytics solutions is enormous. We plan to actively explore other use cases and scenarios for the application of the technology, which is already transforming the user experience, taking it to a new level, and also bringing 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 currently contains almost 3,000 startups. Over 4 years of operation, more than 120 pilot projects have been implemented, and 50+ programs are planned or have transitioned to 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 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 approbation to the creation of new projects.