In the third quarter of 2026, Sberbank introduced multilingual support in the Sberbank Online mobile app chat. The system utilizes the GigaChat large language model to facilitate real-time translation between the client and bank employees, allowing users to communicate in over 90 languages.
During the quarter, users sent over 35.8 million messages to the support chat. English accounted for more than 41% of foreign language inquiries, followed by Chinese, Turkish, French, and Spanish. Languages of CIS countries, primarily Uzbek, Kazakh, and Azerbaijani, made up 44% of such interactions.
Among the languages of Russian ethnic groups, Tatar dominated with over 84% of requests, followed by Chuvash, Buryat, Bashkir, and Adyghe. Additionally, the system recorded around 100 messages in Elvish languages, specifically Quenya and Sindarin, during the period from July to September 2026.
The bank also implemented a transition mechanism for voice support. When the voice assistant detected a non-Russian language, it redirected users to the text chat. As a result, more than 13% of clients moved from the voice channel to the text-based support interface.
