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Case Studies

AI creates a breakthrough in productivity for Home Credit Vietnam

April 17, 2024

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Home Credit

AI creates a breakthrough in productivity for Home Credit Vietnam

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Home Credit
  • Challenge: Digitalize phone communication experiences by capturing customer behavior when using consumer financial services.
  • Solution: FPT and Home Credit created a Virtual Agent for Call Center to automatically serve requests from thousands of customers.
  • Outcome:
    • Automatically make 2,000,000 calls per month
    • Each call lasts from 1 to 2 minutes.
    • The successful call rate reaches 98%.

Client

Founded in 1997, Home Credit is an international consumer finance provider with operations in eight countries. Home Credit started operating in Vietnam in 2008, is one of the leading companies about the number of customers and transaction offices.

With more than 11 million customers in Vietnam, Home Credit is maintaining a nationwide customer service team, especially agents who access and handle requests, answer questions, remind payment schedules, etc. for each customer. On average, this department has to receive thousands of inbound calls and also solve the same number of outbound calls.

Client
Challenge

Home Credit has caught up with the trend of digitalization and focused on improving real-time customer exeperience. In addition, the company requires Virtual Agent for Call Center can expand flexibly and handle thousands of customer requests at the same time.

When using Virtual Agent for Call Center, financial companies always expect that this “virtual staff” will enhance service quality and optimize human resources. Therefore, agents have more time to focus on tasks that require expertise.

Challenge
Solution

Following research, design, and refinement of call scripts, FPT and Home Credit collaborated to establish a “virtual staff” within the call center, equipped with two scripts capable of autonomously addressing two types of inquiries from thousands of customers: Pre-collection calls and Welcome calls. This AI-driven solution, deployed on a cloud platform, enables the client to manage a large volume of requests without experiencing overload, particularly during peak hours.

Solution
Outcome

After 3 months of operation, Home Credit Vietnam Virtual Agent for Call Center has some initial achievements such as:

Outcome

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