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Review of Chatbot Implementation in the Largest Digital Companies in Russia - Market Analysis and Trends, Benchmarking, 100+ Best Practices

  • ID: 5359680
  • Report
  • July 2021
  • Region: Russia
  • 162 pages
  • Markswebb


  • Alfa-Bank
  • ChatterBot
  • Home Credit Bank Russia
  • ManyChat
  • Ozon
  • Sberbank of Russia
As part of the study, we formed the customer experience quality standard using chatbots, found valuable insights for chatbot development and evaluated the existing solutions on the market. This can help businesses cut costs on customer service staff and retain customers.

The full report contains the quality review of chatbot customer experience explained in detail, list of trends and market analysis, 100+ best practices and pros and cons of existing solutions that help customers reach their goals via chatbots.

The companies we've decided to review have the most relevant experience using chatbots on mass-market communication with individuals, and are divided into 3 groups according to their industry: banks, online shops and telecommunication companies.

We've divided the study into 5 parts:

1) We've formed a list of scenarios for each industry that customers use when contacting a company via the app or the messenger. Each scenario is described with the customer's journey and goals.
2) We then conducted desk research: our researchers went through all possible scenarios using chatbots in each company. While researching, we paid attention to the key factors such as coverage of issues to resolve, how autonomous chatbots are, how relevant the given answers are, ease and convenience in terms of issues to resolve via chatbots.
3) We've run multiple usability-tests with respondents: on the basis of the desk research we formed user goals and submitted them to the respondents. They were free to spell out questions the way they wanted it to.
4) We've interviewed some experts: customer experience staff and technology vendors. As a result we've formed the list of key IT-solution parameters that affect chatbot implementation speed and quality. Based on these parameters, we compared 20 vendors and described their pros and cons.
5) We've analyzed all the gathered data and made a benchmark so we could compare customer experience quality in banks, online shops and telecommunication companies all separately.
Note: Product cover images may vary from those shown


  • Alfa-Bank
  • ChatterBot
  • Home Credit Bank Russia
  • ManyChat
  • Ozon
  • Sberbank of Russia
  • About the study
  • Key research results
  • Market overview and trends
  • 80+ best practices
  • Overview of IT solutions
  • Study methodology
  • About the agency
Note: Product cover images may vary from those shown


  • Alfa-Bank
  • ChatterBot
  • Home Credit Bank Russia
  • ManyChat
  • Ozon
  • Sberbank of Russia
The study will allow you to compare your solutions with the other vendors and show how to develop your own products and improve customer experience.

We've collected best practices used in chatbots in the largest digital companies in Russia — one of the most developed fintech regions.

1) Market analysis and trends will help look at existing solutions on the market, and find out what goals are relevant to be solved via chatbots.
2) Access to the best practices will boost the features implementation cycle. This will help spend less time searching for ideas and immediately focus on proven solutions.
2) The interviews we've run with experts will help determine the development vector and prioritize business tasks while implementing chatbots.

Who will benefit from this study:

1) Companies that just started implementation of chatbots
The result of the study will make it clear what the objective criteria is to make technical requirements for developing chatbots. It will also help build the chatbot implementation strategy.

2) Companies that already use chatbots
The study will help compare your business with existing competitors, improve customer experience to the top level and adopt the best practices from all reviewed industries.

3) Vendors and IT-contractors
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  • Alfa-Bank
  • Home Credit Bank Russia
  • VTB
  • Sberbank of Russia
  • Tinkoff Bank
  • OTP Bank
  • Pochta Bank
  • Sovcombank
  • Raiffeisen Bank
  • Rosselkhozbank
  • AliExpress
  • Ozon
  • M.Video
  • Sima-Land
  • Utkonos
  • Beeline
  • MTS
  • Megafon
  • Tele2
  • Tricolor TV
  • Azure Bot Service
  • ChatBot (ex. BotEngine.ai)
  • DeepPavlov
  • Electra AI
  • Google Dialogflow
  • IBM Watson Assistant
  • Kore.ai
  • SAP Conversational AI
  • Morph.ai
  • Rasa
  • Wit.ai
  • BotStar
  • Engati
  • Flow.ai
  • ManyChat
  • HubSpot Chatbot Builder
  • Just AI
  • ChatterBot
  • ChatScript
  • Meya
Note: Product cover images may vary from those shown