Published: 23. 1. 2018 in News and events

We implemented the first Enterprise bot in Serbia

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The application is innovative not only on domestic but also on the international market, and unlike other communication solutions that already exist in our market, based on „decision tree“, Raiffeisen Bank solution represents enterprise bot, which works on the basis of artificial intelligence and it’s based on complete understanding of the natural language.

Our software solution Weaver collects communication from integrated channels, provides a defined set of services and automatically respond to messages via ChatBot, or redirects the request to the contact center. This solution has been implemented in Raiffeisen Bank. It is a completely new and unique bank service on our market – platform which can provide communication between clients and the bank, and it’s based on artificial intelligence. This is a software solution that is symbolically called REA (Raiffeisen Electronic Assistant), for which is specially designed female figure of android. Users and clients of Raiffeisen Bank, as well as those who are not, can use all platform capabilities in a very simple way - by sending message to REA (or Raiffeisen Bank) via Facebook Messenger or Viber. In this way, they can they can ask any questions about the services and products of the bank, find the nearest branch and ATM or receive some other relevant support, 24 hours a day seven days a week, very quickly, from their mobile phone or computer.

REA communicate with clients in Serbian and English language, interactively and it’s most like communication between two people. Since it is based on artificial intelligence, the extent of the provided information will increase over time, and the service which REA will be able to provide will be increasingly complex. Citizens will be able to perform more complex transactions, schedule a meeting or get a banking service without visiting the branch offices, communicating with the bank through their mobile device or computer. "Thanks to the platform integrated with the systems within the bank, REA can provide personalized information to the user, like conversation with an employee at the bank's contact center," emphasizes Petar Jovanović, Deputy Chairman of the Managing Board of Raiffeisen Bank.

The application is innovative not only on the domestic but also on the international market, and unlike other communication solutions that already exist in our market, based on „decision tree“, Raiffeisen Bank solution represents enterprise bot, which works on the basis of artificial intelligence and it’s based on complete understanding of the natural language. It is important to emphasize that, although it is happening on the two most common channels of communication, REA is at the same time completely independent of them and "lives" in Raiffeisen Bank. In the coming period, clients will be able to communicate with REA via other popular communication platforms.

Capital software projects in the public sector have placed us among the top competitors in the development of special and custom software solutions – which the Weaver notification platform, is an integral part.

For mutual satisfaction, we continue long-term cooperation and very good business relationship with Raiffeisen Bank, with these technologically advanced steps.

Regards to presentation of new banking service of Raiffeisen Bank, press conference was held on Monday, January 22, 2018, where journalists were able to hear at firsthand about REA and test this innovative product. On the top of this news, you can watch report of TV Prva or via this link.

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