Sber has automated the processing of customer requests using a multi-agent system

MOSCOW, September 23 - RIA Novosti. Sber has automated the processing of client requests using a multi-agent system based on a platform module from SberTech for visual development of business processes and orchestration of services (Platform V Flow) and GigaChat, the bank announced on the eve of the GigaConf conference for business.

As noted in the message, the SberTech solution is a component of a unified platform for supporting decision-making and customer service. With its help, a foreign product was first replaced with its own sales management platform, and then AI agents were developed to speed up the processing of customer requests and reduce labor costs.

At the start of the project four years ago, Sber chose Platform V Flow to implement the import substitution program and integrated it with many of its systems involved in customer service scenarios on the first and second lines of support. At this stage, automation functionality with deterministic decision-making logic was introduced: business processes were described in the form of models, product integrations were configured, while key decisions remained the responsibility of employees.

In 2025, a new stage began - the transition to non-deterministic logic using the GigaChat AI model for processing text information. Thanks to this, those areas of the business process were automated where previously decisions were made only by employees based on a free text request from the client.

“Today, Sber, with the help of Platform V Flow, implements industrial-scale AI projects. In customer service, the system is used both to create AI agents with different roles and to manage scenarios for their joint work. Due to this, processes are designed as flexible agent circuits, where AI can choose the optimal route for solving a problem. The project architecture is a universal template that can be replicated for different customer support processes,” the message explains the senior vice president, head Block "Technologies" of Sberbank Kirill Menshov.

SberTech CEO Maxim Tyatyushev noted that migration to Platform V Flow helped the bank speed up the development of processes for a contact center that works with millions of people. “The product automates decision making in dozens of top-level processes that answer questions on more than 2,000 topics: disputing purchases in stores, failures at ATMs during deposits or cash withdrawals, closing accounts and others,” he said.