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The customer service center (CSC) is a critical connection point between customers and businesses. Many large enterprises in Vietnam have boldly invested in and deployed FPT AI Engage, an intelligent virtual assistant powered by Artificial Intelligence (AI), to their CSCs, effectively addressing various practical challenges.
According to MarketResearch.com’s 2022 study, investments in AI by CSCs are projected to increase by $1.90 billion from 2021 to 2025. With shifting customer service approaches and experiences, large-scale CSCs are leveraging AI in various specialized operations. This aims to deliver practical digital experiences with instant, seamless, multi-channel, and highly personalized self-service capabilities. Notably, Gen Z is emerging as a promising customer base for every business. According to Talkdesk.com, Gen Z leads in adopting AI-powered self-service channels, with 85% using virtual call assistants and 78% utilizing chatbots for issue resolution. This generation has become a strong driving force for businesses to reform their CSCs by adopting new technologies.
The CSCs of major enterprises are typically centralized and specialized in data and technology, creating a significant transformation in customer experiences. In Vietnam, FPT Smart Cloud has successfully implemented FPT AI Engage in CSCs across sectors such as Banking, Finance, Investment, and Insurance. These implementations have driven remarkable progress in digitalizing operational processes. Specifically, FPT AI Engage has been widely deployed by over 100 enterprises, automating more than 120 million conversations monthly. On average, it reduces operational costs by 40% and boosts the productivity of call center agents by 60%.
Superior Features Trusted by Leading Enterprises
FPT AI Engage is trusted by top-tier enterprises for its outstanding features. The intelligent virtual call assistant is capable of automatically handling inbound calls and simultaneously managing thousands of outbound calls, proactively engaging with customers quickly and professionally. Beyond basic tasks like answering FAQs and conducting customer surveys, FPT AI Engage can execute complex and highly professional tasks, such as product/service consultation, payment reminders, and debt recovery.
Since 2019, Home Credit Vietnam has partnered with FPT Smart Cloud to deploy AI-driven CSCs. Home Credit’s virtual call assistant manages core operations, including inbound calls, outbound calls, and chatbots on online platforms (Facebook/Zalo/Website/Home Credit App). Customers can conveniently access Home Credit’s CSC services anytime, anywhere. As of now, the virtual assistant handles 12 million calls monthly, with an average call duration of 1–2 minutes and a success rate exceeding 98%. Since July 2023, Home Credit Vietnam and FPT Smart Cloud have entered a strategic collaboration phase to research and develop new features and solutions on the FPT.AI platform, further enhancing operational efficiency and delivering consistent customer experiences across applications.
Previously, FPT Shop conducted manual surveys of service quality at individual stores and via phone, which yielded incomplete data and incurred high deployment costs. Leveraging the capabilities of the AI virtual assistant, FPT Shop automated over 5.78 million calls in the first half of 2023 to survey past customers, achieving a success rate of 98.9%. This enabled FPT to optimize staffing and costs while promptly collecting valuable customer feedback after their shopping experiences. These insights have been used to implement practical measures to enhance service quality.
Intelligent Call Transfer with Smart IVR
The virtual call assistant FPT AI Engage can also perform intelligent call transfer (Smart IVR) with an accuracy rate exceeding 92%. This feature has been adopted by major banks, including Sacombank. Aiming to completely replace the traditional IVR (Interactive Voice Response) system, customers no longer need to listen and wait for manual routing to an agent. Instead, the virtual assistant acts as a customer service agent, understanding the customer’s needs when they call the hotline. Using AI, the assistant analyzes and routes calls directly to the relevant department without requiring any keypad input.
Sacombank’s “keypad-free” call center supports urgent service requests, such as locking accounts, guiding customers through card-related services (e.g., card activation, unlocking due to PIN errors, transaction resets, and card liquidation). All inquiries are handled by the AI assistant 24/7, ensuring prompt responses, minimizing waiting times, and saving customers’ time during transactions. For complex requests, the virtual assistant seamlessly transfers calls to the appropriate support team, enhancing Sacombank’s customer service reputation.
Unlocking Customer Insights with AI
Artificial Intelligence continues to demonstrate its immense potential, helping CSCs effectively manage data from millions of calls between businesses and customers. AI enables the extraction of valuable insights into customer needs, preferences, and purchasing habits. By analyzing large datasets with specific criteria, AI provides businesses with objective, in-depth assessments of customer behavior. These insights empower businesses to develop data-driven, optimized customer care and engagement strategies.
The application of AI in CSC operations has and will continue to accelerate groundbreaking transformations for pioneering businesses. Beyond delivering exceptional customer experiences, it strengthens customer relationships, ensuring long-term loyalty within the business ecosystem.
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