SAP Innovation Awards 2021 Entry Pitch Deck - Cognitively Automated Customer Care OJSC Belaruski Narodny Bank
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SAP Innovation Awards 2021 Entry Pitch Deck Cognitively Automated Customer Care OJSC Belaruski Narodny Bank PUBLIC
Company Information
Headquarters Minsk, Belarus
Industry Banking
Web site https://www.bnb.by/
OJSC Belaruski Narodny Bank, or BNB-Bank (Bank of Georgia Group, LSE:BGEO) is a mid-sized privately-
owned bank in Belarus currently ranked one of top-15 banks by its total assets. Primarily focused on
commercial banking services, BNB-Bank provides their full range both to physical and legal bodies through
its banking hubs all over Belarus. SME support is the main strategical task of the bank.
Offering innovative and competitive banking products for the personal sector together with implementing
cognitive automation in customer care, BNB-Bank is on the go to fulfil its ambitious program of significant
increasing the number of personal clients providing them with financial advantages of using outstanding
banking technologies to support households and assisting in improve their wealth conditions.
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2Cognitively Automated Customer Care
OJSC Belaruski Narodny Bank
Challenge
We feel the future, sense Existing chatbot solutions did not provide the desired level of customer support, or facilitate access to the data,
the success and aim to be or convert visitors of the website into leads, or contribute to the Bank’s competitive image. Contact center
the winners operators did not feel responsible for the outcome of their work and lacked efficiency.
Solution
Multilingual, omnichannel, voice-enabled intelligent assistant developed on top of SAP Conversational AI, with
preconfigured banking scenarios, customizable, extendable and scalable, alongside with Hybrid Chats solution
and the implementation of ITSM with SAP Solution Manager to enhance AI advantages with human efficiency
Outcome
A single cognitive communication channel created for the bank’s customers strengthened their loyalty, increased
their satisfaction level and attracted new leads. The company’s image got brightened thanks to the use of
revolutionary interfaces of granting access to bank products and automating customer care.
Customer care Automation level in Increase in leads
40+ requests served
from the web site of
the BNB-Bank daily
80% cognitive channels
in first months of
productive usage
2X generation from
web and social
media
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3Participating Partner Information
Skybuffer
Comprehensive partner managed cloud built on BNB-Bank IT premises
combining SAP On Premise and SAP Cloud Platform solutions in the hybrid SAP
driven system to automate customer care and seamlessly connect operators in
the live chat mode.
We chose SAP Conversational AI as a unique no-code platform developed and suitable
for business use, and Skybuffer as a trusted SAP Golden Partner highly valued and
recommended by SAP SE. We saw great potential in the solution developed by
Skybuffer with its humanized and facilitated IT landscape accessibility and cognitive
automation of customer care services being executed 24/7/365, as well as the Partner’s
high expertise and flexibility.
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4Business Challenges and Objectives
Business Challenges:
Feel the future is the declared slogan of BNB-Bank which aspires to building prosperous futures
for its clients by developing, among other things, digital banking – up-to-date, efficient and user-
friendly. BNB-Bank have always realized that only sustainable innovations could help us keep
ahead of the competition, set new standards of banking services and generate more leads. We
saw great potential in the partner managed cloud model with its humanized and facilitated IT
landscape accessibility and cognitive automation of customer care services being executed
24/7/365.
Business Objectives:
• To convert the website traffic into a flow of happy customers
• To establish contact with visitors of the website and other communication channels and make
them wish to leave their contact details
• To automate customer support with Conversational AI
• To trace and analyze topics of clients’ requests, interests and communication channels used
• To turn the contact center into a lead-generation center
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5Project or Use Case Details
The main goal of the project is to increase the quality of customer care activities and convert the contact
center into the leads generating one. That is achieved by delivering an omnichannel contact center with
automatic categorization of all requests, their on-premise logging and conducting dialogues in real-time mode
with digital assistant and on-demand human operator step in, when necessary and/or appropriate.
There are three main communication languages in scope of the project, they are Belarusian, Russian and
English. Automating of customers requests is processed via SAP Conversational AI skills implementation.
Additional extension solution of Hybrid Chats developed by Skybuffer is used together with SAP
Conversational AI service to boost languages processing and avoid automatic translation of replies in the
dialogues held in Belarusian and Russian. Hybrid Chats solution is also meant to reduce SAP Conversational
AI training costs via usage of the out-of-the box banking AI content that is trained in the English language
only but performs well to process other languages conversations, too. In other words, SAP Conversational AI
model trained in one advanced English language serves conversations in Belarusian and Russian languages,
too. That is only made possible by using Skybuffer Hybrid Chats solution implemented together with SAP
Conversational AI services.
Hybrid Chats allow solving another major project goal, that is to seamlessly connect operators from the
contact center into the dialogues keeping the chatbot active and organize the dialogue flow in a three-peers
model when the user communicates to the chatbot and/or the operator simultaneously which significantly
increase the quality of the customer care and reduces operational costs of the cost center.
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6Benefits and Outcomes
Business or Social IT (optional) Human Empowerment
▪ Efficient self-services for ▪ Harmonized SAP-driven ▪ Hybrid Chats solution from
customers to get information landscape that is delivered Skybuffer significantly
about the bank’s product or as partner managed cloud reducing the number of
request technical support reducing IT costs for BNB- routine activities of operators
▪ Hybrid mode of joint work of Bank and at the same time from the BNB-Bank customer
digital assistant and increasing the quality of IT care center and seamlessly
customer care center services delivered by highly- integrating the bank’s
seamlessly integrating on- qualified partner. products and services expert
demand human support in knowledge into the online
conversations ▪ Smart integration of SAP chat conversations with BNB-
▪ Working hours freed up Cloud Platform services Bank customers
immediately (SAP Conversational AI) and
▪ Customer satisfaction rise SAP On Premise products ▪ BNB-Bank clients receiving
▪ Leads generation increase allowing BNB-Bank to comply highly-qualified support
via better processing and with legal requirements in services on the bank’s
serving chat users order to keep all chatbot products they use, and at the
conversations data on BNB- same time allowing BNB-
Bank IT premises. Bank to better position new
products that bring financial
value to the bank’s clients.
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7Architecture
SAP Conversation AI
Empowered by Content
SAP Fiori front-end server SAP Fiori launchpad
Hybrid Chats UI
SAP BusinessObjects
Web Intelligence
Hybrid Chat Reporting
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 8Deployment
Deployment status Live
Date 12 November 2020 Number of users all BNB-Bank personal and
corporate clients
SAP® technologies used:
Deployment status
(live or proof of
SAP product concept [POC]) Contribution to project
Cognitive skills development and integration into customer care system
1 SAP Conversational AI Live
delivered as partner managed cloud
SAP Conversational AI platform extension via SAP Fiori application
3 SAP Fiori Live
development to tune in cognitive skills in different communication channels
If you have used one or more of the services or support offerings from SAP Services and Support during the implementation or
deployment phase, please indicate which one(s) below with an X
SAP MaxAttention™ SAP ActiveAttention™ SAP Advanced Deployment
SAP Value Assurance SAP Model Company X Others: SAP Integration and Certification
SAP Innovation Services SAP Innovative Business Solutions Center
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 9Advanced Technologies (1 of 2)
The following advanced technologies were part of the project.
Technology or use case Product used* Contribution to project and how product used integrates with SAP products
1 Machine learning or artificial SAP Conversational AI SAP Conversational AI services to process customer care requests in three
languages (Belarusian, Russian and English) to cognitively automate customer care
intelligence
Robotic process automation, conversational AI,
services
AI-based knowledge graph
2 Intelligent data management
Multi-cloud, data virtualization and governance, smart
data tiering, persistent memory, data privacy
3 Advanced and augmented
analytics
• Real-time and streaming analytics, spatial analytics
• Natural language query and generation
• AutoML to identify trends, patterns, outliers
• Predictive analytics (time series analysis and
forecasting, regression, classification)
4 Data and analytics solutions in Partner managed cloud for SAP BusinessObjects Business Intelligence platform to
SAP BusinessObjects provide better analytical aggregated insights into the chatbot conversations
the cloud
• Unified data and analytics cloud platforms by SAP
Business Intelligence processing to discover additional potential of customer care requests automation
• Modern/self-service data to analytics
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC *If this is not an SAP product, explain how it integrates with SAP products. 10Advanced Technologies (2 of 2)
The following advanced technologies were part of the project.
Technology or use case Product used* Contribution to project and how product used integrates with SAP products
5 Advanced cloud integration Google Translation Google Cloud Platform services integrated into SAP Conversational AI customer care
• API economy (monetization and API marketplaces) Services requests processed via Skybuffer Hybrid Chats solution (SAP-driven) to boost
• AI-based or crowdsourced integration advantages of SAP Cloud and Google Cloud technologies to BNB-Bank
• High throughput, low-latency digital integration hub
6 Industry cloud platform
7 Blockchain
8 Internet of Things
9 3D printing
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC *If this is not an SAP product, explain how it integrates with SAP products. 11Additional Information
As a part of cognitive automation journey of BNB-Bank and in conformity with its strategical
roadmap, SAP Conversational AI services are to be integrated into the mobile application as well
as into the internet banking solution. We believe harmonized high-quality cognitively automated
services reduce the customer care center costs, save time and allow us to better position
innovative banking products that bring financial value to our clients.
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 12You can also read
