vi
en
Sacombank’s “Next-Generation AI Contact Center” leverages the FPT.AI platform from FPT Smart Cloud. This contact center eliminates the need for keypad navigation, featuring voice recognition capabilities and multi-channel interaction management on a unified platform.
A Keyless Contact Center
Every day, Sacombank’s customer service (CS) hotline receives thousands of calls. Under the previous system, customers had to navigate through a sequence of keypad inputs as instructed to direct their calls to the appropriate service branch or representative.
Recognizing inefficiencies in this method and aiming to enhance user experience through digital transformation, Sacombank sought to develop a “Next-Generation AI Contact Center” and began exploring solutions.
FPT Smart Cloud, renowned for deploying its FPT.AI platform across various financial and banking institutions in Vietnam, was selected as the technology partner for this initiative. Sacombank became a key partner, enabling FPT Smart Cloud and the FPT.AI project team to refine AI features tailored to user needs, culminating in the first-ever “keyless contact center” implemented by FPT.AI.
The primary objective was to entirely replace the traditional IVR (Interactive Voice Response) system. Customers no longer have to listen to lengthy menus or wait to connect with a representative. The AI Virtual Assistant acts as a CS representative, handling and interpreting customer inquiries when they call the hotline. Using advanced AI capabilities, the assistant analyzes the request and directs the call to the appropriate service branch without requiring any manual keypad input.
Operating round-the-clock, the AI Virtual Assistant rapidly handles all customer inquiries and requests, significantly reducing wait times.
According to Nguyễn Diệu Hương, Head of AI Business at FPT Smart Cloud, in the initial phase, the virtual assistant supports urgent service requests, such as card locking. Additionally, the “Next-Generation AI Contact Center” guides customers through self-service options for card-related tasks like activation, unblocking cards due to incorrect PIN entries, resetting transaction limits, and card liquidation, saving valuable time. For complex issues, the virtual assistant seamlessly redirects calls to the appropriate support team.
Notably, the new contact center can recognize customers based on their voice and the language they use, delivering relevant responses and advice. The FPT Smart Cloud AI platform, continuously developed and updated since 2013, robustly addresses the challenges of voice recognition.
Empowering the “Next-Generation AI Contact Center” with FPT.AI
The project was initiated in May 2023 and officially went live at the beginning of this year. Currently, the “Next-Generation AI Contact Center” manages multi-channel interactions on a centralized platform. Customer service representatives can now efficiently handle all chat sessions across multiple channels on a single interface, assisting customers in resolving issues promptly. This feature has reduced operational time by up to 50% compared to the previous system, which required switching between channels.
Lê Hồng Việt, CEO of FPT Smart Cloud, commented: “Built on the comprehensive FPT.AI platform, Sacombank’s next-generation contact center enhances capabilities for immediate, multi-channel support, simplifying processes and optimizing response times for customer inquiries.”
“For each project, the company assembles a dedicated team to develop bot scenarios and update AI models. These teams typically consist of 5–10 members. However, for Sacombank, identified as a major project pioneering keyless contact center technology with stringent implementation timelines, FPT Smart Cloud invested heavily in resources. The project team currently includes 20 members,” shared Nguyễn Diệu Hương.
With a “Customer First” ethos, the FPT Smart Cloud implementation team ensures resources are allocated to meet the strict requirements of clients promptly. “The AI system includes alert models to address any issues proactively, ensuring timely intervention and uninterrupted service for customers. Moreover, our 24/7 Customer Support team guarantees that any customer issues are quickly identified and resolved,” added the Head of AI Business.
The “Next-Generation AI Contact Center” delivers a transformative customer experience, exceeding expectations. In addition to partnering with FPT Smart Cloud, Sacombank also collaborates with BaseBS to further enhance this innovative system.
Hai Van.