VTB uses machine learning to choose customer contact channels
Prepared by Sintelligent with the help of SI. Published in SI: . Updated: .
The bank tailors contact methods to customer behavior instead of sending everyone the same mass messages.
According to the bank’s statement carried by BankInformService, its CRM already recommends SMS, push notifications, calls or email based on interaction history. By year-end, VTB plans to expand personalization of contact times, days and frequency; more than 30 thousand features were analyzed to develop the models.
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