Svoy Bank Rolls Out CraftTalk Omnichannel Platform to Streamline Customer Communications
Russian digital-first lender Svoy Bank is completing the rollout of a comprehensive digital platform to automate online communications with retail and corporate customers. The bank selected Russian technology company CraftTalk, a Skolkovo Foundation participant, as its implementation partner. The solution brings together website chat, email, telephony and other communication channels within a single platform.
CraftTalk was chosen for the project because it developed an AI-powered platform for omnichannel communications and knowledge management. Deploying a solution that consolidates multiple customer service channels is particularly relevant for the bank, whose retail customer base has already grown beyond 820,000 users.
Every Customer Conversation in One Window
At Svoy Bank, the CraftTalk platform helps automate support for both retail and corporate customers and is used by the organization's in-house contact center of 50 employees. The platform presents the complete interaction history for each customer in a single workspace, allowing inquiries to be handled through whichever channel the customer prefers, including the bank's website chat, email and the VKontakte social network, along with comment management. According to Svoy Bank representatives, the platform's omnichannel architecture was the decisive factor in its selection because it unifies every customer communication channel into a single environment. Giving employees one interface for handling all interactions, including social media conversations and comments, has improved the quality and consistency of customer service.
AI Assistants Respond Around the Clock
Another major advantage is that AI assistants keep customer support available 24/7 while significantly reducing operators' workloads by handling routine requests. Generative AI also helps operators quickly prepare draft responses based on the history of each conversation. An integrated knowledge base and preconfigured workflows further streamline operations, while an AI copilot suggests ready-to-use responses within the same workspace. Information retrieval has become twice as fast, while the cost of processing each customer inquiry has fallen threefold. A dedicated channel handles voice communications. Engineers integrated it with the bank's telephony system so operators receive incoming call notifications, and customer records are automatically populated in the CRM system.
The bank also migrated three years of customer interaction history to the CraftTalk platform and configured standard request-handling workflows. The digital platform has been integrated with the bank's CRM system and telephony infrastructure, enabling operators to process both text-based and voice interactions from a single interface.
Customer Support Set for a Major Upgrade
According to bank representatives, the new communications platform has elevated the institution's customer service capabilities to a new level. Customers are now expected to receive faster responses to routine questions, benefit from a preserved history of previous interactions without having to repeat their issue, and access customer support around the clock.
The deployment of CraftTalk at Svoy Bank illustrates how Russian financial institutions are moving beyond standalone chatbots and isolated telephony systems toward unified customer service environments that preserve complete interaction histories. Meanwhile, the bank is deploying Russian-developed software, generative AI and a knowledge management system in a highly regulated, mission-critical industry.
With appropriate adaptation to local regulatory requirements and IT infrastructure, the CraftTalk platform could also find export opportunities in CIS markets and other countries where Russian-language banking and enterprise services are in demand.
