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Vietcombank effectively implements the Intelligent Virtual Assistant VCB Digibot on the FPT.AI Platform.
Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcomabank)
Vietcombank effectively implements the Intelligent Virtual Assistant VCB Digibot on the FPT.AI Platform.
Vietcombank effectively implements the Intelligent Virtual Assistant VCB Digibot on the FPT.AI Platform.
Client: Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcomabank).
Challenge: With the scale of customers in the market-leading group, VCB wishes to automate and improve the experience for customers trading on digital channels.
Solution: The VCB Digibot, an AI-driven virtual assistant built on the FPT.AI platform, has played a key role in diminishing inquiries to call center about products and services. As a result, Vietcombank’s advisory team has additional bandwidth to resolve more intricate issues. By establishing an automated and efficient communication channel, the VCB Digibot aids in strengthen the relationship between Vietcombank and its clientele.
Outcome:
- Handling up to 88.5% of user requests
- 2 million requests were successfully processedlion requests were successfully processed
- 24/7 customer support
Client
Vietcombank stands as the leading bank in Vietnam, one of the top 100 largest banks in the Asia-Pacific region, one of the 300 largest financial banking conglomerates globally, and one of the top 1000 largest listed companies worldwide.
Vietcombank currently operates more than 600 branches/transaction offices/representative offices/member units both domestically and internationally. In terms of personnel, Vietcombank employs 22,599 staff members. Additionally, Vietcombank has developed an Autobank system with over 2,500 ATMs and more than 60,000 card payment acceptance points nationwide. The banking operations are further supported by a network of 1,163 correspondent banks in 93 countries and territories worldwide.
Client
Challenge
As one of the largest enterprises in the market, especially in the digital customer segment, Vietcombank aims to diversify and enhance the efficiency of its support channels. Specifically, the bank seeks to implement the latest technologies to deliver uninterrupted experiences for customers.
Challenge
Solution
VCB Digibot is a smart AI technology application solution developed by FPT Smart Cloud exclusively for Vietcombank. Chatbots help significantly improve customer service experience and efficiency.
As a virtual assistant, VCB Digibot has the ability to respond immediately 24/7 and almost accurately to frequently asked questions from users in most business areas requiring support such as cards, loans, interest rates. , preferential information, exchange rates, network… If the customer requires support beyond the scope of consulting, this virtual assistant can forward it to the consultant to continue supporting in handling specialized operations. than. Chatbot is also integrated with multiple channels by Vietcombank to bring an interesting experience to users
Solution
Outcome
Since the implementation of the VCB Digibot virtual assistant, the number of inquiries regarding call center services has significantly decreased. Consequently, Vietcombank’s advisory team now has more time to assist users or address more complex issues. VCB Digibot has introduced an automated, modern, useful, and immediate communication channel, contributing to maintaining the bond between Vietcombank and its customers.
After 6 months of deployment, VCB Digibot has handled up to 88.5% of user requests, with only 11.5% requiring assistance from advisory staff, successfully processing nearly 2 million requests. This virtual assistant is expected to tackle the challenge of 24/7 customer care via chat channels, providing immediate assistance to millions of users.
Outcome
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