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18 october 2024, 15:16
The Financial Ombudsman Service (FOS) has planned to actively use artificial intelligence to protect the rights of consumers of financial services, Head of the Ombudsman for financial services consumers support Service (OFSC) Olga Kraynova said on the margins of the Forum of Innovative Financial Technologies “Finopolis 2024”.
Olga Kraynova emphasised that the Service keeps introducing and improving the intellectual component in processing appeals from citizens, organisations, courts and expert bodies. Using the implemented solutions of the automated information system of intelligent processing the Service has already been processing about 80 thousand incoming documents monthly.
Olga Kraynova pointed out that the speed and efficiency of the appeal consideration processes and work with incoming correspondence would be further optimised with the introduction of new technologies.
As the head of the OFSC remarked, they are “always in search for an opportunity to facilitate the consumer’s interaction with the Service when submitting appeals to the Financial Ombudsman, to increase the appeal processing speed and thus to shorten the way for citizens to protect their financial rights”.
Olga Kraynova said that the Financial Ombudsman Service has launched more than 10 projects since the beginning of 2024 aimed at facilitating the Service’s interaction with consumers and financial institutions. She also noted that the Service has a customer relationship management for financial services consumers – a CRM-system with a chatbot, which processes 21 thousand calls and 4.5 thousand user requests on a quarterly basis. Virtual reception of citizens is also being actively practised, which allows consumers from any location and on any electronic device to receive an oral face-to-face consultation from a Service representative.
In order to make the submission of appeals easier, the project to receive appeals through multifunctional centres for the provision of state and municipal services (MFCs) is underway.
New technologies introduced in the Service have also provided the opportunity for the consumers to receive Financial Ombudsman’s decisions through the Unified Portal of State and Municipal Services (Gosuslugi). This has significantly improved the electronic document flow between the Service and consumers.
Olga Kraynova noted that work is also underway to get integrated with AIS “Insurance” (automated information system containing information on all concluded contracts for certain types of insurance) in order to improve the quality of information on contracts of compulsory motor third-party liability insurance (CMTPL) and information on road accidents.
Using the automated information system and the resources of state authorities, electronic interaction with the Federal Bailiff Service continues under the Agreement concluded in 2023 for the purpose of enforcing the Financial Ombudsman’s decisions aimed at restoring the violated rights of consumers of financial services.
