The vice president of Sberbank spoke about the potential of Co-Pilot technology in the bank’s contact centers when communicating with clients

The current level of automation on customer calls to 900 number exceeds 60%.

Every day, 350 thousand Sber customers receive quick and accurate answers to their queries by calling 900 thanks to the Al-assistant for “Co-Pilot Smart Care” operators. An innovative solution based on the GigaChat neural network model is used by 6 thousand employees of the bank’s contact centers, and their number is constantly growing, said Elena Levina, vice president, director of the Customer Care division of Sberbank, on the eve of the international conference on artificial intelligence AI Journey, which will be held on the 11th December 13 in Moscow.

The possibilities for using Co-Pilot, which is built into the workplace of a contact center employee, are enormous. Using GigaChat increases the efficiency of operators and helps them automate routine actions. At…