MTBank and Omilia successfully a realised a NLU technology project which now serves over a million calls annually, processing over 20% of customer calls through self-service. This project provided clients with a more modern and convenient self-service method while increasing the speed of service and reducing the amount of incorrectly distributed calls between call-center departments.
To whom it may concern,
CJSC MTBank is a modern commercial bank in Belarus, which provides a full range of services to corporate and private clients. We always pay attention to innovation, customer satisfaction and support via various communication channels.
Our call-center works 24/7 and processes more than once 150 000 contacts monthly. We consult our Russian-speaking and Belarusian-speaking client. Plenty of them use the language of mixed type (Russian and Belarusian), and we consider that it would be a problem for any natural speech recognition solution.
MTBank and Omilia have successfully realized the NLU technology project, which serves over a million calls annually.
Now we process over 20% of customer calls thanks to the introduction of self-service system and also with the help of automatic audio announcement system, which lets us inform clients without participation of the operator upon most recent issues and questions.
We not only have provided our clients with one more modern and convenient self-service method, but also have increased the speed of service and reduced the amount of incorrectly distributed calls between call-center departments.
We recommend Omilia, as a reliable and trustworthy partner, which provides the most modern and reliable solution together with constant high-level support.