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In a world of constant evolution, maintaining effective connections with customers has become a significant challenge for businesses, particularly during the Covid-19 pandemic. FWD Life Insurance Company, aiming to lead in delivering the best customer experiences, turned challenges into opportunities by introducing Kooki, an advanced AI-powered Virtual Assistant developed by FPT.AI.
When Technology Becomes a Lifeline: FWD’s Pandemic Response
The pandemic brought a surge of customer inquiries fueled by concerns about health, finances, and insurance. FWD’s call center quickly became overwhelmed by the skyrocketing volume of calls, resulting in extended wait times and compromised customer experiences. As a customer-centric company, FWD saw this not just as a challenge but as an opportunity to demonstrate its unwavering commitment to customer care. By investing in technology, FWD partnered with FPT.AI to develop Kooki, an intelligent solution capable of automating calls and efficiently handling a high volume of customer requests.
Kooki was designed not merely as a support tool but as a trustworthy companion for customers. Built on FPT.AI’s cutting-edge technology, Kooki can autonomously make outbound calls, provide detailed insurance contract information, guide payment processes, and seamlessly address inquiries. What sets Kooki apart is its ability to learn from each customer interaction, continuously improving to deliver better service over time. With a perfect blend of artificial intelligence and human-like interaction, Kooki offers convenience while fostering a professional and personalized customer experience.
FWD Sets a “New Standard” in the Insurance Industry with Kooki
Since its launch, Kooki has become a game-changer for FWD’s call center operations. Each month, Kooki handles over 150,000 calls, significantly reducing the workload for call center staff and ensuring timely responses to all customer requests. This efficiency has allowed FWD’s call center to optimize its operations by approximately 40% while achieving substantial cost savings. Kooki’s ability to manage thousands of calls simultaneously, especially during peak hours, has enhanced productivity and customer satisfaction by eliminating long wait times for support.
Kooki’s success is a clear testament to FWD’s strategic vision and dedication to leveraging technology for superior customer experiences. Not only has FWD solidified its position as one of Vietnam’s leading insurance companies, but it has also strengthened customer trust in its brand. Advanced solutions like Kooki have become a cornerstone for FWD, enabling the company to transform challenges into new opportunities for delivering comprehensive customer service.
Looking ahead, with the continuous advancement of technology, solutions like Kooki will become indispensable in optimizing customer service. FWD’s success story with Kooki illustrates the transformative power of technology in reshaping business operations and customer engagement. Virtual assistants like Kooki are not only solving present challenges but also preparing businesses for a future where customer demands and expectations continue to grow.
The synergy between humans and artificial intelligence will remain pivotal in FWD’s development strategy, enhancing operational efficiency and reinforcing its commitment to delivering the best customer experience. FWD and Kooki have proven that with the right investment in technology, businesses can not only overcome challenges but also transform them into opportunities for greater growth.
Reflecting on FWD’s journey with Kooki, it is evident that innovation and technological adoption are the keys to unlocking success. FWD has not only revolutionized its call center operations but also set a new benchmark for customer service in the insurance industry. Kooki is not just a support tool but also a reliable companion for FWD and its customers, fostering satisfaction and long-lasting connections.