Russian Banks Rapidly Expand AI Integration to Enhance Customer Service

Artificial intelligence is becoming the backbone of Russia’s banking sector, powering tools that interpret customer emotion and ward off fraud

Russian financial institutions are embracing artificial intelligence to elevate customer service and security. MTS Bank has deployed an AI-driven system that analyzes speech in real time during customer service calls. The technology deciphers the content of each request, determines the caller’s emotional state, and estimates their age and gender. This data enables the system to deliver personalized responses and resolve issues more efficiently.

The algorithm also flags robocalls and automated attacks, helping safeguard personal information and account access. It adapts to the caller’s mood and tailors the tone and structure of each conversation.

Today, roughly 90 percent of incoming calls are processed using this new AI technology. The virtual assistant evaluates each inquiry and routes it to the most effective resolution path. Experts say these innovations are becoming the new normal in Russian banking—boosting both customer satisfaction and operational efficiency.