"VTB introduces a digital assistant platform of its own making"
In a significant move towards digital transformation, Russian bank VTB has launched a digital assistant platform based on generative artificial intelligence (AI) technologies. The platform, designed to be scalable and adaptable to various business needs within the bank, is set to revolutionize client services and IT support.
Maxim Konovalikhine, Senior Vice President and Head of the Data Analysis and Modeling Department at VTB, spearheaded the development of this innovative platform. Konovalikhine, a professional associated with digital assistant platforms, launched the platform in 2023.
For mass queries, automatic classification and routing are applied on the platform. When handling client inquiries, the system analyses context and suggests an appropriate response scenario. This ensures efficient and personalised service for each client.
The platform is designed as an infrastructure for launching multiple assistants across various business processes. Each digital assistant on the platform is responsible for a specific process, ensuring streamlined operations.
To maintain accuracy, filtration systems are in place to prevent incorrect recommendations from the digital assistants. The digital assistants undergo mandatory testing before deployment and are subsequently monitored for performance.
The trust in neuro-networks for AI and marketing purposes is high among specialists in Russia. However, it is not specified if the trust in neuro-networks among Russian AI and marketing specialists is higher than in other regions or industries.
The models for the digital assistants are configured and trained on the bank's internal data. By doing so, the platform is tailored to the bank's unique operations and customer base.
The platform allows for quick deployment and scaling of AI services within the bank's systems. This flexibility ensures that the bank can adapt to changing business needs and customer demands.
Currently, the digital assistant platform at VTB is being used for client services and IT support within the bank. As the platform continues to evolve, it is expected that its use will expand to encompass a wider range of business processes.
In choosing a platform approach, VTB aims to avoid separate point solutions and create infrastructure for launching multiple assistants. This strategic decision will enable the bank to continue innovating and staying at the forefront of digital transformation.
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