Over 50 representatives of leading financial institutions (banks, insurance companies, and microfinance providers) gathered at the Hotel Baltschug Kempinski in Moscow to discuss innovative methods and practices of employing advanced robotic services in contact centers. Among those present were: Sberbank, Alfa-Bank, AlfaStrakhovanie insurance company, DeltaCredit Bank, Russian Standard Bank, Raiffeisen Bank, Home Credit & Finance Bank, MTS Bank, Toyota Bank, Renaissance Life Insurance Company, MetLife Insurance, Yandex.Money, and many more.
The keynote report, "Robots in Contact Centers: From Rocket Science to Practical Implementation" was delivered Andrey Zaitsev, Contact Center Department director of NODA, who described the capacities of modern-day robotic services and practical aspects of their implementation, and gave examples of their economic benefits. The participants learned of NODA's experience in creating voice and text customer service bots for Mosenergosbyt, Omsk RTS, and Russian Post, and the results of automating business processes for Rosgosstrakh customer service, where NODA technologies helped to achieve a 40 percent economy of resources.
The highlight of the meeting was a live demo of the Virtual Assistant - a new product by NODA, which automates interactive text communication with callers. The product does not require preparation of any special training data; it can be deployed together with digital service channels, and there is no need in accumulation of text data. The system has a user-friendly interface, and has been developed to self-learn without any help from IT-specialists or linguists.
In the final part of the event, NODA experts provided practical guidelines for modernizing contact centers, and described some of the recent projects of migrating from foreign solutions to NODA platform. These projects have demonstrated that switching to NODA technologies guarantees a reduction of operating costs within the first year of using the new platform.