Case Study: MTBank achieves over 20% self-service call handling with Omilia

MTBank - Customer Case Study

MTBank, a modern commercial bank in Belarus, needed a more effective way to serve its 24/7 call-center customers across Russian and Belarusian, including many callers who mix both languages. This language variability created a challenge for natural speech recognition, making it difficult to automate service efficiently. Omilia provided the NLU technology for the project, helping MTBank improve self-service and call handling.

With Omilia’s solution, MTBank now handles over 20% of customer calls through self-service and processes more than a million calls annually. The implementation also included automatic audio announcements for common issues and questions, reducing misrouted calls between departments and speeding up service. As a result, MTBank gained a more modern customer experience and more efficient call-center operations.

MTBank

Nikita Kozyrev

Director of retail business