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«SMART IVR» from Platinum Bank – Individual Approach without Connection to Operator

Over 40% of client’s issues addressed to the Contact Centre of Platinum Bank can be solved with the help of “SMART IVR” system without connecting to the operator. Having introduced the “SMART IVR” system, Platinum Bank ensured a more individual approach to the clients and actual saving of their personal time.

The IVR system is a widely known system of question-answer, when one calls to the contact centre and listens to the variants of offered operations. Sometimes, one can lose a lot of time while waiting for necessary information. The “SMART IVR” system of Platinum Bank, however, is the new generation of IVR, which plays not the standard menu, but the one corresponding to the products of a certain calling client.

“SMART IVR” at Platinum Bank can identify the client by the phone number and it addresses the client by the full name, using the preferred language (Ukrainian, Russian) and plays the menu which corresponds to the client’s needs, offering various options for solving a problem without the connection to operator.

Kateryna Rozhkova, Sales and Marketing Director, member of the Board of Platinum Bank, notes: “Individual approach to the clients is what we are aiming for in all the business directions of our bank’s activities. Smart-IVR is a variant of “human” technologies. The system identifies the caller, knows what products he or she has and which issues are being addressed. It saves the clients’ time and cuts down the workload of the contact-centre, allowing operators to have more time dedicated to complex and non-standard issues. In the nearest future we will expand the system’s abilities - Smart-IVR will be able to congratulate the client on his/her birthday, identify that the client is calling in connection with the received sms-message or e-mail and much more.”

80% of the bank’s clients are happy with the system and find it more user-friendly and easy to use.


For Your Reference:
Platinum Bank is one of the biggest players in the national banking system. It belongs to the 1st Group of Banks according to the rating of the National Bank of Ukraine (over 0.5% of assets of the Banking System of Ukraine). Its regional network includes 69 branches and 1080 points of sales in various regions of Ukraine.
One of the top strategic priorities of Platinum Bank is transactional business. In 2016 Platinum Bank became one of the leaders in crediting for individuals among Ukrainian banks. It is also one of the annual leaders on the market in consumer credit segment.
Also, Platinum Bank is actively working on its Digital Bank project. Among others, it actively develops its platform and Platinum Lab – a lab of financial innovations.
At the same time Platinum Bank actively engages more and more corporate clients, first and foremost in distribution and IT business.
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