Sberbank has fully automated its customer service operations by deploying a multi-agent system powered by Platform V Flow and the GigaChat AI model. The project, developed by SberTech, replaces the legacy Oracle Siebel CRM with an in-house platform designed to support decision-making and client interactions.
The initiative began four years ago as an import substitution program, initially focusing on deterministic logic for first and second-line support. In 2025, the bank transitioned to non-deterministic logic, integrating GigaChat to process unstructured text and handle tasks previously requiring manual intervention.
Platform V Flow now automates over 90 business processes across more than 2,000 service topics, including transaction disputes and ATM issues. The system architecture allows for the creation of specialized AI agents that can dynamically select optimal resolution paths for customer requests.
The platform delivers a response time of under one second for internal operations and supports over 300 functional releases annually. According to Sberbank, this implementation has reduced the time required for process development and automation by an average of four times.
