VTB launches “a robot factory”


VTB has launched a project to create and implement robots in customer support processes. The bank’s employees will identify which processes can and need to be automated, and then will look to introduce digital assistants into operation. The new robots will reduce the share of routine operations, including document processing and data entry, and reduce the cost of processes of each corresponding stage by 3-4 times as well as speed them up.

The introduction of the robot will take about two to three months, and by 2021 it is planned to introduce 60 digital employees, and by the end of 2022, 250 digital employees.

The implementation of the project will involve employees of the customer services department receiving the required training and creating the technological environment necessary for the rapid development and implementation of RPA (Robotic Process Automation) robots. Currently, more than 15 employees within the department are being trained.

In the future, by using this technology to automate business processes and also optical character recognition and machine learning technologies, it will be possible to robotize even more complex stages, such as reading, understanding and subsequent processing of documents.

“Robotization is an important part of VTB’s digital transformation strategy. Ultimately, all of our projects are aimed at improving the quality of services for customers. The robotization programme in its operating function will allow customers to increase the speed of processes, including, for example, working with credit applications. We will also identify suboptimal processes, improve them, optimize costs and reduce operational risks, ” said Vadim Kulik, Deputy President and Chairman of the VTB Management Board.

During the pandemic, VTB implemented a robot for processing and verifying data on applications for preferential loans at 2% per annum to small and medium-sized businesses under the state employment support program in a record time of three weeks. The robot reduced the processing time of applications by almost five times, processing up to 1,500 applications per day and giving businesses the vital financial support needed in the current circumstances.