For banks, the use of voice assistants has such advantages

[tanjimajuha20]

HSE University together with the Central Bank conducted a study on voice assistants based on artificial intelligence. 50% of respondents have a positive attitude towards voice assistants and chatbots. 34% of study participants expressed a complete reluctance to use such assistants, and 16% saw both pros and cons in them.

"During the study, we analyzed open sources, conducted case studies, as well as focus groups with experts and 50 in-depth interviews. For clients, the advantages of voice assistants include accessibility, speed, correctness of communication and personalized analysis. The disadvantages include mass calling and possible india telegram errors and failures that can occur due to imperfections in the technology," said Vladimir Solovyov, head of the laboratory of human-centeredness and leadership practices at the National Research University Higher School of Economics (HSE).

as reduced personnel costs, data recognition and analysis, creation of an ecosystem and formation of a technological image. However, there are also risks: failures, loss of reputation, emergence of aggregators, data leakage and decreased customer confidence.

The study also found that people are irritated by some aspects of using voice assistants. They sometimes feel pointless and helpless, and are intolerant of any failures, as they are used to the good.

Financial consultant Nina Shukhatovich agreed that voice assistants sometimes cause some confusion and even hostility among consumers, especially the older generation: "They are not used to communicating with robots. However, if you look at the younger generation, the so-called alpha generation, then for them the use of voice assistants has become the norm. Therefore, the issue here is in approaches and age restrictions. The older a person is, the more difficult it seems for him to communicate with a voice assistant."

Vice President of Sberbank PJSC Elena Levina told a ComNews correspondent that Sber's voice assistant receives about 600 thousand calls daily and the current level of automation exceeds 60%, meaning that it resolves more than half of the issues. "Customers have begun to trust bots more: since 2019, the share of those who immediately ask for an operator has decreased from 35% to 23%. This became possible, among other things, due to the fact that we began to predict the topic of the request and offer the necessary service right at the beginning of the conversation. We see that customers are happy with the bots - this is confirmed by the figures. The satisfaction index with the bots is 4.7 points on a 5-point scale based on 1 million ratings per month," noted Elena Levina.