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The integration of Artificial Intelligence (AI) into Home Credit’s customer service center has provided significant competitive advantages for this leading financial institution in Vietnam. By embracing technological trends, Home Credit has optimized operations and elevated customer service quality.
With extensive experience in consumer finance, rooted in Europe and operating in Vietnam since 2008, Home Credit Vietnam now serves over 12 million customers nationwide. This extensive customer base is supported by a robust customer service system. On average, the company’s customer service agents handle thousands of incoming calls and hundreds of thousands of outgoing calls daily, addressing inquiries, resolving issues, and sending payment reminders. This immense workload often strains Home Credit’s customer service center.
Since 2019, Home Credit Vietnam has boldly invested in advanced technologies like Big Data and AI to enhance the efficiency and effectiveness of its customer service center. As a renowned tech company in Vietnam specializing in AI solutions, Home Credit selected FPT Smart Cloud as its strategic partner to develop a voicebot virtual assistant capable of natural interactions with customers. This voicebot assistant distinguishes itself from traditional call center services with its ability to listen attentively, accurately interpret customer intent, and extract meaningful information for each query. It then responds appropriately, fostering a friendly interaction and maintaining conversational continuity.
The “virtual assistant” developed by FPT Smart Cloud for Home Credit Vietnam has been tailored with multiple scenarios to automate common customer service needs such as payment reminders, onboarding new customers, and providing product information.
- Payment Reminder Calls (Pre-collection Calls): The virtual assistant contacts customers approaching their loan payment due dates, engages in two-way interactions to confirm payment status, timing, and method, and adjusts responses dynamically based on collected data. It then reconciles this information with internal systems to provide tailored recommendations.
- Welcome Calls: The assistant reaches out to first-time customers, verifies their personal information, and introduces products. It also records customer insights into the management system for follow-up.
To enable these advanced features, FPT.AI employs Natural Language Processing (NLP) technology optimized for call center interactions with dedicated acoustic and linguistic models. These models adapt and improve over time through analysis and training on collected data. Conversations between the virtual assistant and customers are stored in real-time as both text and audio formats, enabling managers to review dialogues through a live chat interface or quickly extract essential information.
During the initial implementation phase, Home Credit Vietnam’s virtual assistant handled over 200,000 calls monthly. Today, that number has skyrocketed to 5 million calls per month, with the capacity to scale up to 12 million calls during peak periods. It achieves a 98% success rate for completed calls, with a customer satisfaction score of 4.5 out of 5.
The solution, deployed on a cloud-based platform, allows Home Credit’s call center to scale flexibly, managing thousands of customer intents simultaneously without worrying about peak-hour overloads. The system integrates seamlessly with existing call center infrastructure or other services through APIs.
The collaboration between Home Credit Vietnam and FPT Smart Cloud has delivered substantial operational, cost-efficiency, and customer experience benefits. This successful AI application has garnered international recognition in the financial sector, positioning FPT.AI and Home Credit Vietnam as pioneers in leveraging AI to drive business breakthroughs. Both companies look forward to future projects like Call Quality Enhancement, Knowledge Base, and Chatbot development to sustain their leadership in AI innovation and achieve global ambitions.
Continuing this success, on July 3, 2023, FPT Smart Cloud and Home Credit Indonesia signed a strategic partnership to launch an AI chatbot project. By fully utilizing AI technology, this initiative aims to optimize customer service operations and enhance customer experiences in Indonesia, the most populous country in Southeast Asia. This collaboration establishes a solid foundation for a long-term partnership, paving the way for further innovations and breakthroughs in the region.