Dmitry Chuvikov, Director of the Expertise Department

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Director of the Department of Contact Centers and Robotic Systems of JSC Naumen Sergey Popov noted personalized consultations among the advantages of voice assistants: thanks to integrations with internal systems, voice assistants in banks can provide consultations on such topics as product availability, checking debts and payment schedules, card and credit application statuses, etc., while the robot in this case provides service much faster than an operator, and also eliminates errors caused by the human factor.

Dmitry Dyrmovsky, CEO of CRT LLC (CRT Group of Companies), noted that when developing and implementing high-quality voice robots, it is necessary to implement a fast response time - this allows you to reduce pauses in the conversation so that the client does not have any doubts whether the robot is still on the line. "It is important to pay special attention to the sound of synthesized speech. Of course, high quality speech recognition is also important: in this case, the robot will be able to recognize the client's question with particular accuracy, but if necessary, will be able to ask a clarifying question if he has doubts about the correctness of the recognition result, thereby reducing the likelihood of error. To achieve better results, it is necessary to integrate robots with internal systems - due to such enrichment, the robot will be able to give more personalized answers relevant to a specific client," Dmitry Dyrmovsky believes.

of the Sfera platform (T1 holding), india telegram emphasized that one of the main advantages of bots is their continuous availability: they work around the clock. "In addition, such assistants significantly speed up the execution of typical operations. Bots also help reduce the workload of bank employees, allowing operators to focus on more complex tasks. In addition, artificial intelligence technologies are highly scalable, which makes it possible to process multiple requests simultaneously without delays," said Dmitry Chuvikov.

Financial consultant Elena Savina believes that the main disadvantage of voice assistants is that they can help solve a small list of simple standard and most frequent requests that fit into simple linear scenarios: To solve more complex or non-standard problems, a person is always needed. This applies to both telephone and mobile application assistants."

Elena Savina noted that another major drawback is that when a client calls a bank by phone, they have to listen to a long text and unnecessary information, often advertising inserts. "During a dialogue with a person, it is easier to understand the context of the problem and its urgency. In some cases, artificial intelligence incorrectly processes data due to the fact that bank clients themselves find it difficult to correctly formulate their question or problem, communicate in a confused and emotional manner. They have to wait for an operator," she said.

Investment advisor Victoria Sapozhnikova recommended that banks make more personalized artificial intelligence: "That is, if artificial intelligence communicates with a man, let it be a man. If a woman, then let the voice assistant be a woman. Perhaps it is also worth changing the client's voice assistant depending on consumer preferences in accordance with gender and age."

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