Sber has introduced a new feature that sends a summary of customer service calls directly to the chat within the SberBank Online mobile application. The tool focuses on inquiries related to credit cards and savings accounts, providing users with key details such as payment amounts, interest rates, and deadlines.
The service is powered by the GigaChat large language model. It aims to reduce the volume of repeat calls caused by customers forgetting information discussed during phone conversations. Users can access these summaries at any time within the app to review data or continue discussions regarding their specific queries.
The feature is available at no additional cost for users on Android and iOS platforms, specifically requiring iOS 17 or newer. Prior to the full rollout, Sber conducted a pilot program involving 12% of customers who contacted the hotline regarding credit card issues.
Data collected between July 1 and October 1 indicates that one in three customers who received a summary via chat accessed it at least once. This implementation reflects the bank's strategy to improve customer support efficiency by providing persistent access to information shared during verbal consultations.