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In the fiercely competitive financial market, enhancing customer experience has become a critical factor determining the success of financial institutions. Recognizing the importance of technology in improving services, Saigon Thuong Tin Commercial Joint Stock Bank (Sacombank) has partnered with FPT.AI, a leading artificial intelligence provider in Vietnam, to implement a Virtual Assistant Call Center, marking a breakthrough in optimizing customer service.
Sacombank shaping the future with advanced technology
Founded in 1991, Sacombank is one of Vietnam’s leading commercial banks. Aiming to become a modern and versatile retail bank, Sacombank continually seeks advanced technological solutions to improve customer experiences. Faced with rapidly evolving technology and increasing customer demands, the bank identified a need for significant changes in customer management and service.
Previously, Sacombank’s customer service center handled thousands of calls daily, requiring customers to navigate complex button-based menus to reach the appropriate department. This process was time-consuming and often inconvenient, particularly for complex requests. As a result, finding a new, button-free call center solution became a top priority for Sacombank.
Revolutionary Technology from FPT.AI: A Button-Free AI Call Center
In May 2023, Sacombank officially partnered with FPT Smart Cloud, the developer of FPT.AI, to launch the “Next-Generation AI Call Center” project. By early 2024, the system was successfully implemented and operational. Equipped with Smart IVR technology integrated with AI, the system enables centralized multi-channel management and interaction on a single platform.
This solution allows Sacombank’s customer service team to seamlessly manage transactions across multiple channels, including phone, email, and live chat. A key component, FPT AI Engage, plays a vital role in routing customer inquiries based on specific needs. The system not only handles basic requests like checking account balances or card locking but also resolves more complex issues such as ATM transaction disputes, credit card errors, installment payments, and app lockouts. This significantly reduces wait times and improves the overall efficiency of the call center.
Impressive Results Following AI Implementation
After deploying the FPT AI Engage system, Sacombank reported remarkable outcomes. The call-handling capacity increased by over 58%, enabling tens of thousands of additional calls to be processed daily, with peak days reaching up to 41,000 calls. Automated call routing and processing reduced interaction time between customers and service agents, creating a seamless and convenient experience.
Customer satisfaction, as measured by the Net Promoter Score (NPS), showed a significant rise, particularly with scores of 9 and 10, reflecting customers’ recognition of the improved service quality. The AI system not only resolved issues quickly but also ensured accuracy and efficiency, enhancing customer trust and satisfaction.
Sacombank’s success in leveraging AI to enhance customer service sets a new standard for the banking sector in Vietnam. AI technology has proven to be a powerful tool for optimizing operational efficiency and delivering superior customer experiences. In an environment where customers demand high-quality, convenient services, AI is becoming indispensable for banks aiming to maintain and expand their market share.
This collaboration demonstrates that AI is not just a trend but a strategic enabler for banks to create competitive advantages. The successful implementation of FPT AI Engage at Sacombank solidifies the bank’s position while serving as a model for other financial institutions. As AI technology continues to advance, similar solutions are expected to become increasingly popular and essential, enabling businesses to meet customer demands and gain sustainable competitive advantages. Sacombank and FPT.AI have shown how artificial intelligence can revolutionize customer experiences in the financial industry. The button-free AI call center is a major milestone, reducing employee workload while enhancing convenience and satisfaction for customers. With its achievements, Sacombank is reaffirming its pioneering role in integrating modern technology into banking, paving the way for new opportunities in Vietnam’s financial sector.