Sberbank was one of the first financial institutions that introduced artificial intelligence technologies. Their use has significantly reduced information processing time, simplified many internal processes, and improved the quality of service. One of the main proponents of the use of AI technologies in the banking sector is Kirill Tsarev, First Deputy Chairman of the Board of Sberbank and curator of the Retail Business unit.
The top manager regularly shares Sber’s achievements in this area and actively advocates for expanding the scope of AI technology applications.
Development and Application of AI in Sberbank
Sberbank has been developing software aimed at automating work processes for several years already. First, a voice assistant appeared, which caused a lot of controversy and arguments. It got to the point that some bank customers hung up the phone as soon as they realized that a robot was communicating with them. Now, they have the opportunity to choose at the beginning of the conversation with whom to communicate — a robot or a live manager. More than half of users prefer a smart machine that can easily solve typical tasks.
Later, AI technologies were introduced into various areas of retail customer service. For example, smart programs are now evaluating loan applications for individuals — one can apply for a loan in a couple of minutes. Artificial intelligence regularly undergoes machine learning and expands its horizons through neural networks, so its capabilities are constantly evolving.
Kirill Tsarev at Sberbank is responsible for ensuring that contacts with clients are constructive. All appeals to the bank are analyzed with the help of artificial intelligence today. The degree of AI development is already so high that it is able to track the errors of call center operators, determine the emotional state of the interlocutor and not only respond to behavioral features but also accumulate the received information.
“Previously, we evaluated only 1% of requests. We did it manually and for a long time. Now, the system automatically checks 30% of calls,” says Kirill Tsarev.
The top manager is convinced that Sberbank will continue to actively develop the field of artificial intelligence — but in such a way that customers benefit from it. If any innovations reduce the level of customer loyalty, they will have to be abandoned.
Kirill Tsarev was also one of the initiators of the use of artificial intelligence in work processes. Technologies help to effectively solve a wide range of tasks — for example, to determine the degree of emotional burnout of employees in order to provide them with the necessary help and support in time.
Kirill Tsarev’s Biography
Kirill Tsarev is a native of St. Petersburg and a graduate of Maritime University with a degree in economics engineering. After graduation, he worked for the Interleasing company — in the noughties, the leasing business was promising and rapidly developing. Kirill Tsarev’s biography is closely related to this type of activity. After receiving his second degree in law and studying at London Business School, he received an offer to become Deputy General Director of Sberbank Leasing JSC and later headed this division.
In 2018, another important event took place in Kirill Tsarev’s biography — he became vice president of Sberbank and curator of the Corporate Business direction. Two years later, the top manager got the position of senior vice president and is currently responsible for all the issues related to the retail business. In this position, he actively promotes the development and implementation of artificial intelligence. In the same year, he joined the Board of the bank and has held the position of deputy chairman since then.
