CREATION OF AN INTELLIGENT ROBOT FOR BANKING CONTACT CENTER TASKS, WITH COMMUNICATION IN KAZAKH AND RUSSIAN LANGUAGES

Abstract

The design and deployment of an intelligent conversational robot for use in banking contact center operations are presented in this study. In order to meet the linguistic needs of Kazakhstan's banking clientele, the system can carry out natural language conversations in both Kazakh and Russian. The suggested architecture combines text-to-speech (TTS) modules, automated speech recognition (ASR), and domain-specific knowledge bases with large language model (LLM) capabilities. The robot minimizes operator load, responds to typical banking questions, and runs constantly without human interaction.