VTB will launch an AI assistant for branch employees.

      12 November 2025 18:09 Economy — VTB will launch an assistant with generative AI in a chatbot for branch employees. The AI assistant uses Retrieval-Augmented Generation (RAG) and large language model (LLM) technologies to prepare quick and accurate responses based on information from the knowledge base. With the AI assistant, employees will be able to serve customers faster. By the end of the year, more than 12,000 employees from over 1,800 bank branches will be connected to the chatbot with the AI assistant.

      The chatbot analyzes specialists' queries, retrieves relevant data from the bank's knowledge bases, and provides a relevant answer within seconds. In addition, the smart chatbot understands the meaning of a query and finds the needed answer even when the phrasing is imprecise. A branch manager does not need to keep all the terms and details of the bank's products in mind — the chatbot will find the required answer and display it with links to the source. More than 90% of answers are processed by the AI assistant without involving methodology consultants. These specialists are freed up to assist branch employees in complex cases and non-standard situations. Going forward, the project will be developed toward hyper-personalization of customer service.

      The chatbot will take into account product data and the client's profile in its responses, which will enable more accurate answers and improve the level of customer service. The AI assistant for branch managers has joined the bank's family of digital assistants based on large language models (LLM) — VTB "Sphere", where domestic solutions are already in use to assist customer support staff, IT specialists, and employees in other areas of the bank.

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