About customer

The Awara IT project for Home Credit Bank focused on implementing an AI Assistant to support call center operators. Initially, operators faced challenges in finding up-to-date information to respond to clients, which slowed down service and reduced customer satisfaction. The solution, developed through the joint efforts of Home Credit Bank and Awara IT specialists, improved the quality and speed of operator performance, reducing errors and shortening query processing times.

About the Client and the Initial Situation

Home Credit Bank is one of the leading financial institutions in Kazakhstan, offering a wide range of banking services to the population. In the customer support structure, the bank faced challenges with a large number of similar requests coming into the call center.

Before the AI Assistant implementation, operators spent significant time searching for information manually, which increased the average query processing time and led to decreased customer satisfaction. The existing support infrastructure did not provide the necessary speed and accuracy, resulting in additional operational costs.

How the Project Idea Emerged

The client consistently improves its business processes as a leading bank in modern IT solutions. Home Credit Bank chose Awara IT to enhance the efficiency of its contact center operations and transform the customer interaction experience.

Key Project Goals

• Improve the accuracy of operator responses to 98%.

• Reduce query processing time by 20%.

• Decrease the number of errors and repeat inquiries.

Challenges and solutions

Awara IT's approach was based on close collaboration with the client's team. We actively involved the bank's employees in the development and testing of the solution, conducted training sessions, and demonstrated the AI Assistant's functionality. This approach ensured not only the successful implementation of the project but also a deep understanding of all aspects of the solution by the client.

Technologies and Implementation

The core of the solution was an AI Assistant integrated with the infrastructure of Home Credit Bank based on Microsoft Azure OpenAI. We used the following technologies:

• Microsoft Azure OpenAI for implementing intelligent query processing.

• Microsoft Azure ML Studio for creating complex query processing logic, implementing RAG, and assessing accuracy.

The project stages included:

1. Researching the existing infrastructure and identifying problem areas.

2. Developing and testing the AI Assistant on test data.

3. Training and deploying the solution in the contact center.

4. Continuous optimization based on feedback from operators.

Results

The implementation of the AI Assistant showed the following results:

• Accuracy of responses reached 98%, significantly reducing the number of errors and misinformation.

• Average query processing time was reduced by 25% thanks to fast and accurate responses.

• Over 1,000 queries are processed per month, which reduced the workload on operators and allowed them to focus on more complex tasks.

• Improved employee satisfaction and reduced burnout due to workload relief.

Next Steps

The next stage for Home Credit Bank is to implement the AI Assistant for direct interaction with customers, which will further improve service quality and customer satisfaction.

Client Quotes

"Awara IT significantly improved the performance of our call center. The implementation of the AI Assistant enhanced the quality of our customer service and optimized internal processes." — Sergey Chernov, Head of Contact Center and Operational Processes Development, Home Credit Bank

"The successful implementation of the AI Assistant was the result of close collaboration between our team and the Microsoft partner. Special attention was given to adapting the solution to our business processes and transferring expert knowledge. The professional approach and engagement of the specialists helped us achieve excellent results, streamline our workflows, and improve efficiency." — Ekaterina Tarasova, Project Manager, Home Credit Bank

Project Lead Quote from Awara IT

"While working with Home Credit Bank, we aimed not just to implement the technology but to make it as effective as possible for users. The joint effort and active involvement of the client's team allowed us to achieve impressive results. We are proud that we were able to help our client take the quality of their service to the next level." — Artem Chernevskiy, Project Lead, Microsoft MVP (AI Platform), Awara IT

Awara IT Expertise

Awara IT actively develops the Azure OpenAI direction, having already implemented several successful projects. Our approach is based on a deep understanding of client needs and the ability to use cutting-edge technologies to solve their business challenges. Awara IT's expertise is confirmed by Microsoft Azure Advanced Specialization in AI/ML, which allows us to provide the most innovative solutions. Our experts, including the Azure AI Platform Microsoft Most Valuable Professional, are actively involved in the development of the Azure ecosystem and are always ready for new challenges.