AI Use in Contact Centre Awarded as TOP Innovation in CEE

Autor: Simona Miklošovičová, spokesperson | 30.04.2025 | 1 min, reading

Tatra banka has once again received a prestigious award from the Global Finance magazine. A functional speech-to-text prototype for transcribing calls from the contact centre has been ranked among the best innovations in the field of finance for 2025 in the CEE region by the evaluators. It is the first in-house speech-to-text model in the Slovak language adapted to the needs of the bank. The award is a part of the Innovators Award 2025, which highlights outstanding innovative practices of banks and fintech organisations in 7 world regions.

The "Speech-to-text“ innovation enables the use of artificial intelligence models to automatically convert audio recordings of calls from the contact centre into text transcripts in Slovak. Using additional analytical tools, key information can be extracted from the transcripts, automatically summarised and analysed. The prototype is currently in the testing phase. A team of data scientists has been systematically developing and researching it since 2018. It uses generative AI (open-source speech-to-text model Whisper), which has been adapted to the voices and speech of clients or bankers with the help of internal speech data. This led to the creation of a bank-specific speech-to-text model for particular contact centre needs. The creation of the prototype is a necessary step to support further innovations based on voice technologies. Thanks to this technology, Tatra banka also proclaims a continuous innovative approach to improving the customer experience.

Available by Telephone for Quarter Century

The innovation is most beneficial for the DIALOG Live contact centre employees by providing them with valuable information that will enable them to better understand the needs and expectations of clients. Tatra banka established its first telephone contact centre in May 1999 as the first ever bank in Slovakia. It currently operates the contract centre with branches in in two cities – in Nitra where it has been operating for over 20 years, and in Prešov, which was launched in July 2019. It is available to clients and non-clients for 24 hours a day, 7 days a week.

“The contact centre is directly linked to applications for client servicing, as well as to security systems, which allow various verification methods, such as the Čítačka^TB, Voice biometrics^TB, or comfortable calls directly from the Tatra banka application, adds Eva Fedorová from the Team for the contact centre system development.

DIALOG Live can solve up to 90% of client requests over the telephone in service and stores. Almost 300 employees manage an average of 67,000 incoming calls per month and simultaneously manage approximately 86,000 outgoing calls. At the same time, employees assist the chatbot Adam^TB, which serves about 47,000 chats per month.

Media contact:
Simona Miklošovičová, Spokeperson, [email protected], 0903 641 846