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15 october 2024, 13:03
In the 3rd quarter of 2024, the Financial Ombudsman Service (FOS) Contact Centre received about 21,000 calls, and the chatbot had processed more than 4.5 thousand user requests, so the growth of requests was 18% compared to the same period of 2023, as reported by head of the Ombudsman for financial services consumers support Service Olga Kraynova.
By default, answers to consumer queries are automatically formed with the help of AI technologies (bots). In case a consumer asks a non-standard question or does not wish to communicate with the bot, the dialogue is switched to a contact centre operator.
“We have always paid particular attention to the introduction of digital technologies that create a comfortable environment for consumers of financial services, facilitate their interaction with the Service, run 24/7 and relieve the burden of contact centre operators,” Olga Kraynova noted.
According to the to Ombudsman for financial services consumers support Service’s head, “it is 4 out of 5 queries on average that are answered by a bot today, and one query only gets transferred to an operator”. “This has been made possible thanks to the bot’s Q&A thorough check by the Service’s responsible employees in the process of its weekly training. The FOS employees have trained the bot on more than 10.5 thousand “live examples” – queries from the FOS customers for 2023-2024,” Olga Kraynova emphasised.
In March 2024 a new function was added to the chatbot: status clarification of the appeal submitted to the Financial Ombudsman. It immediately turned into one of the most sought-after enquiry topics among the users. In general, the percentage of automation has increased from 45% in 2021 to 77% in 2024 over the entire period of the service’s operation.
