Commercial Bank Renaissance Credit is one of the biggest bank players on the russian market with more than 150 banks opened throughout Russia.Before banks’ call centers had a high rate of income calls — about 1 million per day. Bank team decided to automate the processes and create sufficient digital communication with its clients. The first decision was to create an AI, which would understand human speech and act as an operator.In 2018 the bank developed a mobile app with some minimal features: users were able to get the card balance, check loan status and transfer money. Bank team wanted to use our help to optimise call center operators' workload. Together with banks’ mobile-developer team we added these features to the app:new types payments and transfers for existing clientssearch bar: map with all bank offices and ATMs + push notificationsapplications for early and partial loan repayment within the app itselfnew analytical systemsDuring the project, the Open Solutions team integrated an analytical system which helped to cover the main app task — issuing consumer loans straight to the client, through the app. The system analysed the clients behaviours and pointed out the parts of the application process, where most of the potential clients bounced. These parts were redesigned, which helped the bank to increase the rate of new clients by 25%.The result KPIs were as follows:– Test coverage was increased from 1% to 90%– Crash-free rate increase by 99%– Number of Mobile Bank Renessans app users increased by 22%– AppStore rating increased from 2,4 to 4,6 stars, Google play from 3,6 to 4,6