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With a bold and determined investment in technology to achieve comprehensive breakthroughs, Lộc Phát Vietnam Bank (LPBank) has successfully collaborated with FPT Smart Cloud to deploy the FPT.AI Virtual Assistant solution. This initiative enhances the quality of digital services and elevates the customer experience.
The AI-integrated virtual assistant, named LPBank Chatbot, officially launched on July 17, 2024, and has been integrated across the bank’s website, Zalo Official Account (OA), and two Facebook Fanpages to automate customer service operations.
In today’s competitive landscape, delivering high-quality digital utilities has become a key factor influencing customer loyalty and preference for brands. LPBank Chatbot is capable of providing instant 24/7 responses with high accuracy to frequently asked questions regarding mobile banking, internet banking, card services, loans, interest rates, promotional information, exchange rates, and branch networks. For more complex issues, customers can seamlessly connect to human consultants, with LPBank Chatbot facilitating smooth transitions. This streamlined handoff from chatbot to human support ensures a seamless, user-friendly, and convenient experience that caters to all customer needs.
Striving to build a friendly, modern, and dynamic banking environment, Mr. Hồ Nam Tiến, CEO of LPBank, shared:
“One of our top priorities to transform comprehensively and elevate the LPBank brand is investing in technology. AI solutions are not only an inevitable trend but also provide a competitive edge, enabling LPBank to build a diverse and superior digital service ecosystem to deliver the best services to customers. Moreover, LPBank Chatbot, our intelligent virtual assistant, acts as a bridge, helping us maintain connections and serve customers across multiple channels 24/7 with natural language and a professional demeanor comparable to that of a real consultant.”
According to consultancy firm EY, by 2030, chatbots will become so deeply embedded in banking processes that customers will no longer be able to distinguish between human and bot interactions. Built on FPT.AI’s Artificial Intelligence platform by FPT Smart Cloud, LPBank Chatbot incorporates cutting-edge technologies such as Deep Learning and Natural Language Processing (NLP). These enable the chatbot to understand customer intent and issues, providing focused, natural, and approachable responses.
Associate Professor Dr. Ngô Xuân Bách, Deputy Director of the AI Product Division at FPT Smart Cloud, remarked:
“With technology as our strength, FPT.AI collaborates with LPBank to harness AI’s potential in customer service. This not only improves productivity and customer experience but also optimizes operational costs.”
Strategic steps in applying technology to enhance customer experiences are a powerful lever for LPBank to achieve impressive transformation in the coming period. The bank is well-positioned to captivate the digital-savvy generation, ensuring efficient operations and sustainable growth despite market challenges.
Over its 16-year journey, LPBank has grown from a small bank founded in 2008 into one of the 14 most critical banks in Vietnam’s financial system. It was named among the Top 500 banks with the highest brand value globally in 2024 and has earned numerous prestigious domestic and international awards.
Hai Van.