AI handles every second customer inquiry at VTB.

      April 6, 2026 14:43 Economy According to VTB, the share of customer inquiries to VTB that are successfully resolved by robots without operator involvement, including voice assistants in the contact center and a chatbot in the online bank, has exceeded 62%.

      The chat in VTB Online demonstrates high efficiency with artificial intelligence: it successfully resolves over 75% of customer requests on more than 2000 topics without human assistance. If a user prefers to communicate with an operator, they simply need to request it in the chat. Such requests account for only 5%, with two-thirds of them occurring after the client has first attempted to resolve the issue through the bot. According to the 2025 rankings by Markswebb and Naumen, VTB's chatbot ranks first among banking chat assistants in terms of understanding requests and interface.

      The voice assistant in the bank's contact center resolves more than 38% of inquiries without operator involvement. This is one of the highest rates in the market (the average in Russian banks is 24% according to FrankRG*). Overall, more than 60% of incoming inquiries to the bank are processed using voice and text assistants. The audience for the voice assistant exceeds 4 million people. According to VTB, in every second inquiry, clients request financial information about their products. For instance, the voice assistant Leo in the mobile app and VTB Assistant on Yandex smart devices with Alice consults on more than 200 scenarios. Since 2023, clients can make payments and transfers via voice command, open savings accounts, and set cashback categories. This helps to relieve the operator lines for resolving more complex and non-standard situations that require expertise and empathy.

      The quality of service provided by voice assistants has also significantly improved: the share of questions that are resolved "in one touch"—without clarifications, pauses, and the need to switch between menus—has increased by 10% over the year and now stands at nearly 78%. This growth is attributed to the refinement of natural language processing (NLP) algorithms and the expansion of scenarios available to the neural network. The artificial intelligence used in the contact center understands the client more accurately from the first seconds and adapts to the dialogue more quickly. To date, the AI voice assistant on the bank's incoming service line can consult clients on more than 140 of the most requested scenarios.

      In VTB Online, the security of the voice assistant is ensured by client authentication within the app itself. In Yandex smart devices and applications, a secure process for linking Yandex and VTB accounts is used, which guarantees that the service can only be accessed by the bank's clients.

      * According to the "FrankRG Banking Contact Centers 2025" study.

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