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Case Studies

FWD Insurance Implements Intelligent Virtual Assistant for Automated Customer Care Call Centers

May 14, 2024

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FWD Vietnam

FWD Insurance Implements Intelligent Virtual Assistant for Automated Customer Care Call Centers

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FWD Vietnam
  • Client: FWD Vietnam.
  • Challenge:One of the most significant challenges for FWD is the sudden surge in customer calls to their call centers due to the pandemic’s impact. With uncertainties surrounding health, travel, and financial security, customers are reaching out to FWD in high volume.
  • Solution: FWD Insurance implements the virtual assistant, Kooki, developed by FPT Smart Cloud, for their customer care call center operations.
  • Outcome:
    • 150,000 outbound calls per month
    • Optimize approximately 40% of the operation capacity of their customer service call centers

Client

FWD entered the Vietnamese market in 2016 and is a member of the FWD Group, which operates in 10 countries across Asia. Despite being a late entrant, FWD has made a mark with customers by providing new experiences that make insurance participation simpler and faster through innovative solutions and easily understandable products supported by intelligent digital technology. FWD is also a priority insurance company in adopting new technologies, including recent advancements in AI, to enhance customer experience.

Recognized as a distinctive insurance company for its breakthrough products, a distribution system focused on quality, and digitizing all processes, it’s no surprise that FWD consistently ranks among the fastest-growing life insurance companies in the market.

Client
Challenge

As the COVID-19 pandemic disrupted daily life for individuals and businesses worldwide, insurance companies like FWD are facing unprecedented challenges. One of the most significant challenges for FWD is the sudden surge in customer calls to their call centers due to the pandemic’s impact. With uncertainties surrounding health, travel, and financial security, customers are reaching out to FWD in unprecedented numbers, seeking reassurance, guidance, and assistance with their insurance policies. This surge in call volume presents a formidable challenge for FWD, as they strive to maintain high-quality customer service and response times amidst the overwhelming demand. As FWD navigates this challenging landscape, they must adapt and innovate their customer service strategies to meet the evolving needs of their clients while ensuring efficient and effective support during these uncertain times.

Challenge
Solution

FWD Insurance implements the virtual assistant, Kooki, developed by FPT Smart Cloud, for their customer care call center operations marks a significant advancement in enhancing customer service efficiency. With Kooki’s integration, customers experience reduced wait times for assistance and gain the convenience of accessing call recordings at their convenience.

This innovative solution streamlines the customer support process, allowing for quicker resolution of inquiries and smoother communication between FWD and its clients. By leveraging Kooki’s capabilities, FWD can efficiently manage call volumes during peak periods and ensure that customers receive timely and personalized assistance.

Moreover, the ability for customers to access call recordings at any time provides added convenience and transparency, empowering them to revisit conversations and review important information discussed during the call.

Overall, FWD’s utilization of Kooki underscores their commitment to leveraging technology to optimize customer service experiences, ultimately strengthening trust and satisfaction among their clientele.

Solution
Outcome

The virtual assistant ‘Kooki’ utilizes the FPT.AI platform to make 150,000 outbound calls per month, helping businesses optimize approximately 40% of the operation capacity of their customer service call centers compared to traditional methods used previously.

Outcome

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