50 thousand hours saved: VTB clients are receiving assistance faster in the contact center thanks to AI

      May 20, 2026 18:03 Economy VTB Bank has implemented generative artificial intelligence (AI) to assist contact center operators in communicating with clients via chat and phone. This will speed up the resolution time for issues and reduce the number of repeat inquiries. Sergey Bezbogov, Deputy Head of the Technology Block at VTB, discussed this at the CIPR conference. The implementation of generative AI in customer support services has become the bank's first project within the development of the digital assistants platform, which was launched in 2025. The platform allows for the rapid launch and scaling of AI services in customer channels and the bank's internal systems. "Generative AI is one of the most trending technologies of recent years. VTB is integrating it into its business processes, starting with those divisions that communicate directly with clients. People receive faster and higher-quality service, and we will be able to optimize our financial costs for supporting the bank's services," said Sergey Bezbogov. NIA "Nizhny Novgorod" has channels on Telegram and MAX. Subscribe to stay updated on major events, exclusive materials, and timely information. Copyright © 1999—2025 NIA "Nizhny Novgorod". When reprinting, a hyperlink to NIA "Nizhny Novgorod" is mandatory. This resource may contain materials 18+.