New Opportunities for Banks
As part of the new solutions, MTS AI presented chatbots and voice virtual assistants. They provide round-the-clock customer support by phone and in chats, transferring the dialogue to a live operator if necessary. The generative AI underlying these solutions adapts to various communication scenarios and can be integrated into internal banking systems, such as billing and CRM. Voice assistants also help inform customers about new products, loyalty programs, and special promotions.
AI Assistant Based on Generative Artificial Intelligence
One of the key solutions is an AI assistant developed using generative artificial intelligence and the RAG method (generation with retrieval of data). This tool allows banks to effectively manage internal knowledge bases, quickly find the necessary information, and automatically generate answers to queries. This will make it easier for employees to solve work tasks, and customers will receive more accurate and prompt answers.
The AI assistant can be used not only for customer support, but also for personalized recommendations, targeted offers, and employee training. It analyzes data from internal sources, forming relevant answers depending on the context of the request.
Quality Control of Communication with Customers
To improve the quality of interaction with customers, MTS AI has developed a system for assessing the effectiveness of banking support services. The new service analyzes communication with users across all channels and allows you to track compliance with scripts, identify successful cases, and receive business insights. This will help banks improve the level of customer service and optimize interaction with users.
Personalized Voice Interaction
One of the innovative solutions is the ability to create a unique brand voice using speech synthesis technologies. This tool allows banks to use an individual voice in IVR systems, automated telephone notifications, as well as for voice acting of ATMs and telemarketing messages. Thanks to this, banks will be able to create a recognizable style of communication with customers, increasing their level of trust.
Behavioral Analytics and Personalized Offers
The use of LLM assistants in the banking sector opens up new opportunities for analyzing customer behavior. Systems analyze user preferences, their regular transactions, amounts and categories of purchases, as well as favorite brands. This significantly reduces the cost of conducting behavioral analytics and increases the effectiveness of marketing campaigns through personalized offers. As a result, banks will not only be able to improve the customer experience, but also increase sales conversion.
Document Management Automation
MTS AI presented solutions for automating document management, which are able to generate letters and reports based on input data, check files for compliance with requirements and classify them by content. This will allow banks to reduce the likelihood of errors, increase the accuracy of information processing and significantly reduce the time spent by employees on routine tasks.
Development Prospects
The developed services are intended for use both in external and internal banking processes. They will help financial organizations reduce the burden on employees, improve the quality of customer service and minimize costs associated with data processing and document management.
MTS AI continues to actively develop the direction of artificial intelligence, offering advanced solutions for various industries. In the near years, further improvement of AI technologies is expected, which will make banking services even more convenient and personalized.