T-Bank Launches AI Employee to Handle Complex Customer Requests
T-Bank has introduced an AI employee named Afanasy Ivanov, who handles complex customer service scenarios that previously required human involvement.
According to the bank, its customer support service receives around 19 million requests every month. Conventional chatbots can handle only standard scenarios, while Afanasy analyzes each customer's specific situation and takes the necessary steps to resolve the issue.
The system learns from examples of bank employees' work and becomes more accurate in its decisions over time. This allows the AI employee to handle requests where the answer depends on customer data, such as "What is my interest rate?" or "Where did the money from my card go?"
Afanasy operates in two scenarios. In the first, it handles the entire conversation with the customer independently from start to finish. In the second, it assists a bank employee by suggesting possible solutions, while the final decision remains with the employee. The AI employee currently accounts for around 30% of all T-Bank customer service processes, the press service said.
