VTB assessed the effect of the introduction of generative AI in the work of the contact center

The introduction of generative AI into the VTB contact center will reduce customer service time by 50,000 hours this year, said Sergey Bebogov, deputy head of the bank's technology unit, at the Digital Industry of Industrial Russia (CIPR) conference in Nizhny Novgorod.

Artificial intelligence helps contact center operators process chat and phone requests. The digital assistant creates a brief description of the client's initial request in real time and, if necessary, transmits it to the operator for transfer to a specialized specialist. The AI also analyzes the context of the request and offers the contact center employee a response scenario. Previously, the client or the primary operator needed to repeat the question to the second employee, which required more time to solve the problem.

According to Bezbogov, the technology will also reduce the proportion of repeated requests, as AI allows you to collect a detailed response without spending time searching for complete information by the operator in the knowledge base.

"Generative AI has become one of the most trending technologies in recent years. VTB implements it into its business processes and started with those departments that communicate directly with customers. People receive faster and better service, and we will be able to optimize our financial costs for supporting the bank's services," said the deputy head of the bank's technology unit.

The introduction of generative AI into customer support services was VTB's first project as part of the development of the digital assistants platform, which was launched in 2025. The platform allows you to launch and scale AI services in the bank's client channels and internal systems.