In the era of digital transformation, banks are actively implementing online services, analyzing clicks and time spent by customers in mobile applications. However, despite all efforts to digitalize, a significant number of customers continue to be served in offline branches. This is where banks miss out on the huge potential for collecting real data about customer requests, service levels, and employee performance. AIS Company, participant of Astana programs Hub offers an AI solution that allows banks not only to automate the collection and analysis of offline communications, but also to build a real customer-oriented strategy.

Why is this important?

Offline data is an underestimated resource: Despite all the digitalization, customers continue to visit bank branches to solve complex issues, open accounts, and receive consultations. These interactions contain valuable information that remains unused. Banks that start collecting and analyzing such data will gain a significant advantage. They can:

1. Improve offer your products and services based on real customer requests.
2. Create a single a picture of the customer experience by combining data from online and offline channels.
3. Build a truly customer-oriented strategy based on real customer needs.

Saving on quality control: Today, banks spend significant resources on service control - secret buyers, quality control departments, "manual" verification of conversations, etc. With AIS, this is no longer necessary. The system automatically analyzes 100% of conversations, providing objective data about the work of employees and the level of service. This not only saves the budget, but also eliminates subjectivity in estimates.    

Fast payback: According to AIS calculations, the cost of implementing the system pays off in the first 6-8 months. This is made possible by:

1. Decrease the cost of quality control.
2. Increase sales by analyzing customer requests and improving scripts.
3. Increase staff performance.

Improvement of personnel management: With AIS, personnel management becomes more transparent and objective. Managers get access to data about the work of each employee, which allows them to:

1. Identify the best employees and scale their experience.
2. Find weaknesses in the team's work and conduct spot training.
3. Exclude subjective assessments based on personal preferences or relationships.

Integration with other channels: AIS allows you to combine data from offline branches with data from call centers and voice robots. This creates a unified system for analyzing customer interactions, which helps:

1. Better understand the client's path.
2. Optimize maintenance processes.
3. Improve the quality of service at all stages of interaction with the client.

What does AIS offer?

AIS is a Kazakhstani startup that develops solutions for analyzing voice and text data. The company's main product is AI speech analytics, which helps businesses analyze employee conversations with customers. This includes:

• Transcription is the conversion of audio recordings into text.
• Analysis conversations — identification of key topics, quality assessment maintenance and script compliance.
• Support Kazakh language and mixed speech are a unique feature of AIKA, which it takes into account the spoken language, slang and the specifics of the local market.

How does it work?

1. Collecting Data: Microphones are installed in bank branches, which record employee conversations with clients. The records are sent to the server for processing.
2. Transcription: Using STT (Speech-to-Text) technology audio It is converted to text. AICA uses advanced models, which ensures accuracy recognition of the Kazakh language and mixed speech.
3. Analysis: Artificial intelligence analyzes texts, identifying key topics, queries clients, employee performance, script compliance, and other parameters.
4. Reports: Based on the analysis, reports are generated that help management the bank makes decisions. 

Advantages for banks

1. Full quality control of service: AIS allows you to analyze 100% of conversations, which is impossible with manual control. This helps to identify problems early and improve service.
2. Increase Sales: Customer query analysis helps to find new opportunities to improve the Bank's current products and cross-sales.
3. Decline costs: Automation of data analysis reduces the need for mystery shoppers and manual conversation verification.
4. Support Kazakh language: AIS is one of the few solutions on the market, which works effectively with the Kazakh language, including its spoken ones forms and slang.

Usage example

One of AIS's potential clients is a large Kazakhstani bank with dozens of branches and hundreds of employees who serve clients. Up to 100,000 hours of conversations take place in the bank every month. Previously, 99.9% of this data remained unprocessed. With the introduction of the AIS system, the bank will be able to:

• Analyse all conversations and receive data about client requests.
• Identify problem areas in maintenance and improve service.
• Improve scripts and train employees based on real data.
• Find new opportunities to increase the Bank's sales and products.

Conclusion

AIS is not just a tool for data analysis, it is an opportunity for banks to become more customer—oriented and competitive. The introduction of speech analytics allows not only to control the quality of service, but also to find new business growth opportunities.

AI C A is a Kazakhstani startup developing innovative solutions for communication analysis using artificial intelligence.

Read more about speech analytics on the website.