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Russian banks start evaluating customers using artificial intelligence

January 28, 2021, 18:00 (UTC+3)|

Russian banks use AI technology at almost every stage of customer service. For example, Sberbank plans to cover virtually 100% of client journey with developments in the field of artificial intelligence this year. “We are now looking at the processes and raising the level of their technological and digital maturity,” the publication quotes the words of the first deputy chairman of the board of Sberbank, Alexander Vedyakhin.

VTB uses artificial intelligence in many processes, for example, for generating proposals and making decisions on loans, in voice assistants, call center operations and chat bots. It is also used in revenue estimation models that allow to estimate the client's potential revenue with sufficient accuracy using indirect data.

An algorithm based on artificial intelligence at Promsvyazbank studies the transactional activity of users, their income and expenses, popular spending categories and predicts at what point in time a client may need additional financing and what other services he may need in the near future.

Otkritie Bank (Open Bank) plans to initiate a stream recognition project this year. The idea is to determine which of the customers are present in the branches and determine not only what they are, but also how they look. Thus, the bank wants to offer customers a personalised service as soon as they appear.

Raiffeisenbank has implemented a project to predict in real time the interests of customers in purchases: based on this data, it is made a suitable offer within the framework of the loyalty program.

Active digitalisation is beneficial for the banks themselves, the publication specifies. For example, the voice assistant of Tinkoff Bank, Oleg, saves a credit institution 150 million rubles. per month, solving over 40% of client requests. In 2020, Alfa-Bank began transforming its branch network into a Phygital office format. The biometric system recognises the client in them and automatically enters the electronic queue.

Original (in Russian)


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