The worst critic is dad: VTB told how AI learns from customer reviews.
VTB uses artificial intelligence in almost all key processes. According to the vice chairman of the board of directors, Georgi Gorshkov, the bank employs several thousand models. They are also used when processing requests from users. Today, this is the case for most of the clients' portfolios.
The chatbot responds to customers around the clock and without waiting in line, and live experts can deal with more complex and non-standard problems. Models are constantly trained on real dialogues, so their answers become more accurate and natural over time.
"Sometimes we are told that the bot reacts "not like a human being". My dad, who loves human interaction, swears the most. Then they put a comma in the wrong place, or they use the wrong case. But this is another feature of artificial intelligence, it likes to learn. "It doesn't work without training," Gorshkov pointed out.