September 23, 2026
Sber hands customer requests to AI agents: 5 agents work in one case
Since 2025, Sber has been routing free-text requests to GigaChat. In the credit card use case, 5 AI agents on Platform V Flow make the decision.
From 2020–2024, Platform V Flow ran processes according to predefined rules, while employees retained responsibility for key decisions. Since 2025, GigaChat has been processing free text, with people stepping in for non-standard scenarios.
How the flow is assembled. The process is created in Designer, run through Engine, and operator steps are handled in TaskList. Platform V licenses are paid, with SberTech offering pricing on request.
Sber's process management registry contains more than 2 000 processes, with time, frequency, cost and quality metrics collected regularly for most of them.
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