Speech Analytics by the Speech Technology Center implemented by the MKB contact centre



Speech Analytics by the Speech Technology Center23 April 2021 — Moscow — The Speech Technology Center and Credit Bank of Moscow (MKB) summarise the preliminary results of introducing speech analytics for quality control of the services offered by MKB's contact centre.

MKB has implemented speech analytics by the Speech Technology Center in order to improve the quality of the services provided by its contact centre.

This technology allows bulk amounts of conversations between customers and the bank's contact centre agents to be analysed. Moreover, it provides monitoring of agents' compliance with communication standards to determine whether they require additional training.

The bank plans to introduce analytics into chat channels as well. That will allow for the analysis of text messages as well as of such parameters as the first response time, maximum wait time, etc.

‘Supervisors managed to check only about 2% of calls through listening selectively while the Speech Technology Center's analytics automatically process 78% of calls. And this is just the beginning. In the future, we plan to analyse 100% of requests. We strive to fully automate the verification of compliance with our conversation standards. Now supervisors are able to focus on checking the correctness and completeness of financial information provided to the customer,ʼ said Lada Shvets, Head of Customer Service and Customer Care at MKB.

‘The financial sector, telecommunications companies, retailers and other major business sectors are increasingly using advanced technologies to improve the quality of customer service in remote service channels. Such solutions are growing in popularity both on and offline. Speech analytics and AI products are becoming a global trend in optimising customer service and re-equipping modern contact centres,ʼ commented Dmitry Dyrmovsky, CEO of the Speech Technology Center.

Speech analytics is a part of the Speech Technology Center's Customer Engagement Platform, a smart omnichannel customer experience management platform.

Speech Technology Center (part of the Sber ecosystem) is a global developer of intelligent speech and face recognition technologies, and an expert resource in AI and machine learning, a member of ESSMA. Speech Technology Center is one of the few companies in the world that creates and develops both biometric modalities: face and voice. The voice falsification detection and speech recognition solutions developed by Speech Technology Center score leading positions in global rankings by NIST, ASVspoof Challenge, VOiCES. At CHiME Сhallenge 2020, its speech recognition technology was recognized as the best. Speech Technology Center’s solutions are in demand in 70 countries around the world.

CREDIT BANK OF MOSCOW (MKB) PJSC is a commercial bank that provides a full range of banking services for corporate and private clients, as well as for financial and credit institutions. The Bank is listed among the credit institutions affirmed by the Bank of Russia as being systemically important.

The Bank was founded in 1992. The Bank's beneficial owner is businessman Roman Avdeev. By the end of 2020, it ranked second among private banks in terms of assets (according to the Interfax-100 ranking).

The reliability and stability of MKB are confirmed by ratings received from the leading Russian and international agencies: ‘Aʼ from ACRA, ‘Aʼ from Expert RA, ‘Ba3ʼ from Moody's; ‘BBʼ from Fitch; ‘BBʼ from S&P and ‘A+.ruʼ from NCR. MKB was the first Russian bank to get an ESG rating score from RAEX-Europe of BBB[esg].