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“Sberbank 500” graduates have created a chatbot to collect feedback

The graduates of the 7th intake of Sberbank 500 program have created a chatbot to collect feedback about the service quality, suggestions from the customers and to evaluate the clients’ satisfaction. Sberbank.Dialog chatbot will be supported by all messenger applications. The app can be installed on the phone by anyone, including those users who are not the clients of the Bank. They can assess the quality of the service, the usability of the branch, and the comfort level of the self-service zone. “We tried to answer two questions: “Why do old customers leave the Bank for other banks?” and “Why potential customers never end up becoming actual customers?”, - told Samvel Sarukhanyan, one of the authors of the project. Another distinguishing feature of the new chatbot is the speed with which clients and non-clients of the Bank might provide the feedback, as well as low-cost of the operation. Such projects are obligatory for the all executive programs at Sberbank Corporate University. They are aimed at solving the current problems of the Bank. “Today every smartphone user can give his or her feedback via any messenger through the QR-code in the branch office. Or they can go to web-page. We believe that by the end of 2019 our ideas will have been implemented in Sberbank.Online”, - said Mikhail Fedorov from the Security provision center of the Sberbank CIB Group, who worked on the project.

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