Sber says AI independently handles over 71% of customer inquiries

AI independently handles over 71% of customer inquiries

Sber has claimed the highest share in the market of autonomously resolved customer issues: with a retail audience of over 110 million people, the bank independently handled more than 71% of inquiries using artificial intelligence. This was announced by Elena Levina, Vice President and Director of the Customer Care Department, on the eve of Sber's 185th anniversary, reports Gazeta.Ru. According to her, the bank receives about 16 million inquiries per month, 75% of them via the 900 number, and the remaining 25% through the support chat in the SberBank Online app.

Voice assistants and response to emotions

According to Levina, human-like technologies helped reduce the number of requests to connect with a live agent: the assistants maintain natural dialogue, respond to the interlocutor's emotional state, change intonation, and allow themselves to be interrupted. In real time, the system tracks more than 400 acoustic and linguistic metrics, which, it is claimed, makes it possible to identify difficult life situations and promptly help customers. Levina also noted that customers often mistake bots for people — asking them out on dates and joking about meeting the relatives; in such cases, the assistants 'tactfully steer the conversation back to business.'

The 900 number goes beyond banking services

Sber's support is gradually covering the entire ecosystem: in 2026, the 900 number began turning into a channel for a wider range of tasks. According to Levina, people call it, among other things, to cancel subscriptions to other companies' services, resolve issues with account seizure at another bank, and get reference information. The bank cites the 'over 71%' figure based on its own data; the publication contains no independent verification of the calculation methodology.