Alfa-Bank Improves Customer Service with NICE AI Analytics

Russia’s Alfa-Bank has teamed up with NICE to upgrade its contact centers and improve its customer service. The bank has already deployed NICE Nexidia Analytics and NICE Quality Central, and will soon be adding voice recognition to enable biometric identity verification.

“This project has exceeded our expectations,” said Alfa-Bank Board Member and Director of Digital Business Ivan Pyatkov. “The system has already driven significant revenues for the bank owing to growth in sales, optimization of service processes and improved loyalty, and in 2020 we expect to see continued substantial growth in profits.”

Together, the Nexidia Analytics and Quality Control platforms analyze every customer interaction and automatically identify the words, topics, and actions that generate the most interest from consumers. Alfa-Bank can then use that information to adjust its communication guidelines to place a greater emphasis on things that are actually meaningful to its customers. The system also identifies subjects that do not resonate with customers, which allows Alfa-Bank to modify its talking points in those areas.

According to Alfa-Bank, sales to retail customers have gone up 9.3 percent, while sales to small and medium sized businesses have increased 12.4 percent since it started using the NICE system. The bank plans to use the information it has gathered to build a voice assistant that will serve as a first point of contact and provide customers with answers to common questions.

“They’ve made it a key goal to listen to their customers and proactively take action to make every step in the customer journey smooth,” added NICE EMEA President John O’Hara. “NICE is proud to support Alpha-Bank in bringing this vision to reality.”

Alfa-Bank plans to introduce NICE’s voice recognition technology sometime in the next few months. NICE has previously outfitted several banks with its Real-Time Authentication solution, including Indonesia’s Permata Bank and a domestic bank in Vietnam.

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May 28, 2020 – by Eric Weiss