VTB has launched an AI assistant for department staff

VTB has implemented a chatbot with generative artificial intelligence for employees of the bank's branches. This was reported by the VTB press service.

The AI assistant uses Retrieval-Augmented Generation (RAG) and Large Language Model (LLM) technologies to prepare responses based on data from the bank's internal knowledge base.

With the help of the digital assistant, employees will be able to quickly receive up-to-date information about the bank's products and procedures, which will improve the speed and quality of customer service. According to VTB, more than 90% of requests are processed by an AI assistant without the participation of methodological consultants. This will allow specialists to focus on complex and non-standard situations. By the end of 2025, it is planned to connect more than 12 thousand employees from more than 1.8 thousand bank branches to the chatbot.

In the future, the project will develop in the direction of hyperpersonalization of customer service, the bank noted. The AI assistant will take into account data about the products and the customer's profile, which will increase the accuracy of responses and the level of service.

The solution has become part of the ecosystem of VTB Sphere digital assistants, where similar developments are already operating for technical support staff, IT departments and other areas of activity.

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