Back then, working in a contact center was

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A real challenge. Night shifts, calls at three or four in the morning, constant workload — 160 calls a day! It was a tough rhythm: I only had time to drink water and run to the toilet.

The contact center handled about 30 million calls annually , one of the heaviest workloads among Ukrainian banking institutions. Over 100 employees, huge costs for personnel, workplaces, and technology — all of this required significant investments.

Sophia the Robot

To reduce the workload on employees and optimize costs, a few years ago we decided to italy consumer email list introduce artificial intelligence into the work of the contact center. This is how the robot Sophia appeared, which now processes some of the client's requests. When a client calls the bank, his request is answered not by a person, but by a robot that interacts based on generative audio intelligence.

Of course, Sophia cannot solve all the questions that customers ask. Her main function is to become the first line of defense: to provide answers to basic requests, for example, to inform the balance on the card, block or unblock the card, remove the limit or provide information about tariffs. If the request turns out to be more complex than expected, the robot automatically redirects the call to a live contact center operator.