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FPT Smart Cloud, a pioneering Vietnamese enterprise in AI research and development, has been highly praised by NVIDIA for elevating customer experiences and workforce development.
In April 2024, NVIDIA made a significant visit to Vietnam and signed a partnership with FPT Corporation, marking a major milestone in the global development of Artificial Intelligence (AI) and cloud computing. The collaboration focuses on establishing an AI Factory for regional AI research and development and enhancing the delivery capabilities of AI and Cloud services worldwide.
Six months later, FPT Smart Cloud was featured as one of 52 outstanding success stories globally, promoted through NVIDIA’s international campaign.
Transforming Smart Call Center Operations
In today’s fast-paced digital age, virtual assistants are integrated into call centers to support customers with tasks ranging from simple to complex. Customers now expect virtual assistants to communicate naturally and intuitively, much like humans.
According to NVIDIA, FPT Smart Cloud has realized this vision by developing the FPT AI Engage virtual assistant for call centers. The assistant can interact human-like, make outbound calls, handle inbound calls, and manage intelligent voice response (IVR). By leveraging NVIDIA’s advanced infrastructure, FPT accelerated its speech synthesis models by four times, improving virtual assistant processing efficiency. FPT AI Engage is powered by four core technologies: large language models (LLM), natural language processing (NLP), automatic speech recognition (ASR), and text-to-speech (TTS). These technologies require robust data and infrastructure to handle large computational models. With 92% language understanding accuracy, the tool successfully resolves simple queries, FAQs, and complex tasks like telesales and payment reminders. It reduces repetitive workloads for staff while enhancing overall efficiency.
FPT Smart Cloud’s AI capabilities have attracted many domestic banks and financial organizations, including Home Credit Vietnam. Partnering with FPT Smart Cloud since 2019, Home Credit adopted FPT AI Engage to execute over 5 million calls monthly in its first year, scaling to 12 million during peak times, saving 50% on operational costs, and achieving a 98% call success rate. Customer satisfaction averages 4.5/5 for the “virtual assistant.”
To date, Home Credit Vietnam has incorporated over 100 processes into the solution, including information requests, self-service options for card blocking or activation, automated surveys, and debt collection. This allows repetitive tasks to be handled by AI, freeing up employees for critical customer issues.
“The processes we established with FPT.AI have created a remarkable AI assistant for our call center system. It not only cuts costs but also connects and supports more customers compared to traditional models,” shared Phạm Ngọc Khang, CEO of Home Credit Vietnam, with NVIDIA.
Internationally, FPT Smart Cloud has expanded its applications, deploying 5,120 virtual assistants handling over 200 million interactions monthly and serving 16 million end-users. With 100+ enterprises across 15 countries, FPT AI Engage boosts productivity by 50% and reduces operational costs by 67%.
Developing an Intelligent Workforce with AI
AI is increasingly assisting with repetitive tasks or those requiring 24/7 execution. As the workforce transitions to more complex roles, organizations must reskill employees to adapt to these new job dynamics.
Supported by NVIDIA’s A100 and H100 GPUs, FPT Smart Cloud developed FPT AI Mentor—a solution for automated and personalized employee training. Built on NVIDIA DGX H100 supercomputers and powered by NVIDIA NGC and PyTorch, FPT AI Mentor customizes training content based on corporate knowledge bases.
FPT Smart Cloud’s AI solution is promoted on NVIDIA’s official website (Photo: NVIDIA)
Vietnam’s leading pharmaceutical chain, Long Châu, with over 1,700 stores and 14,000 pharmacists, partnered with FPT AI Mentor to build a competent workforce. Pharmacists take personalized 5-minute daily quizzes tailored to their strengths and weaknesses. Real-life scenario questions enhance their practical skills, improving employee knowledge by 55% while reducing training resources by 30% compared to traditional methods.
NVIDIA recognized FPT Smart Cloud’s solution as an exceptional transformation of traditional learning methods, elevating workforce development with personalized learning experiences and nurturing a future-ready workforce.
The collaboration between NVIDIA and FPT Smart Cloud not only highlights the exceptional global reach of Vietnamese technological prowess but also reinforces its pioneering role in delivering real value to customers across various industries through AI solutions developed by Vietnamese engineers.
Read the original NVIDIA case study about FPT Smart Cloud’s solutions here: https://www.nvidia.com/en-us/case-studies/fpt-smart-cloud-levels-up-customer-service-operations/