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The smart virtual assistant developed by FPT Smart Cloud, based on the FPT.AI Artificial Intelligence platform, named VCB Digibot, plays a crucial role in helping Vietcombank gradually complete its comprehensive and holistic digital transformation strategy.
The global trend of applying artificial intelligence (AI) to products and services is growing rapidly. As a pioneering bank in leveraging technology to serve users, Vietcombank has actively integrated AI into its digital products and services to deliver an improved customer experience every day.
Vietcombank’s customer service chatbot, VCB Digibot, employs advanced AI technology to significantly enhance both customer experience and service efficiency.
VCB Digibot serves as a virtual assistant capable of providing instant and nearly accurate responses 24/7 to frequently asked questions across various service areas requiring support, such as cards, loans, interest rates, promotional information, exchange rates, and branch networks. For customer inquiries beyond its consultation scope, the virtual assistant can seamlessly transfer the issue to human consultants for further specialized assistance.
Since implementing VCB Digibot, the volume of inquiries regarding products and services directed to the call center has significantly decreased. This reduction has enabled Vietcombank’s consulting team to dedicate more time to serving customers or addressing more complex issues. VCB Digibot has established itself as a modern, automated, and highly effective communication channel, strengthening the connection between Vietcombank and its customers.
In its first six months, VCB Digibot successfully handled over 2 million interactions. Currently, 88% of user queries are managed by VCB Digibot. Each month, more than 50,000 customers interact with the chatbot, resulting in approximately 350,000 interactions. This virtual assistant is expected to address the challenge of providing 24/7 customer service on chat channels, delivering instant support to millions of users.
Nguyen Thi Kim Oanh, Deputy General Director of Vietcombank, stated:
“With a leading market position in terms of customer scale, particularly among those transacting through digital channels, diversifying and improving the effectiveness of our support channels has been a challenge we have deliberated over for years. The trend of deploying chatbots and AI has presented a valuable solution, and we quickly adopted it. Although we have achieved initial success, we remain committed to developing VCB Digibot into a fully intelligent virtual assistant capable of providing multi-channel support. We hope customers will continue to embrace VCB Digibot as their 24/7 companion in utilizing the bank’s services.”
Le Hong Viet, CEO of FPT Smart Cloud, remarked:
“AI chatbots have become a top priority for businesses due to their remarkable power and efficiency in customer service. FPT Smart Cloud is honored to have partnered with Vietcombank in deploying VCB Digibot, integrating multi-channel capabilities to deliver an engaging user experience. We look forward to continuing our collaboration to further develop VCB Digibot into a leading AI chatbot in the banking sector, driving transformative progress in Vietcombank’s comprehensive digital ecosystem.”
The VCB Digibot virtual assistant, implemented by Vietcombank in its customer services, is expected to become increasingly intelligent, capable of understanding natural language and human emotions. It promises to deliver engaging experiences while attracting the digital-native generation of users to the bank.