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Customer service centers (CSCs) handle massive volumes of customer calls each month, posing a significant challenge in quality management. Leveraging advanced AI technology, FPT AI Enhance offers a robust solution with intelligent features that empower businesses to effectively manage customer service quality on a large scale.
In the digital era, customers interact with businesses through multiple channels, mediums, and forms. On average, a single call center agent manages around 200 inbound or outbound calls daily. Large organizations can process hundreds of thousands to millions of customer conversations monthly.
Each conversation between a customer and a business holds valuable insights into customer needs, preferences, and purchasing behaviors. Additionally, evaluating the service quality of call center agents has long been a pain point for many CSCs. How can businesses consistently and regularly monitor the quality of agent conversations using clear, specific criteria?
This challenge spurred FPT Smart Cloud to develop FPT AI Enhance, an AI-driven quality management solution for CSCs. With FPT AI Enhance, CSCs can analyze 100% of their conversations, generate detailed statistics, and assign scores, thereby improving operational performance and enhancing customer experiences.
Unlike traditional sampling methods, where businesses review only 3–5% of calls, FPT AI Enhance integrates directly into customer service call centers, analyzing thousands to millions of inbound and outbound calls across campaigns and specific criteria.
FPT AI Enhance evaluates calls based on common criteria such as wait times, call durations, tone of voice, and volume. Additionally, the system assesses conversations based on content. Powered by Natural Language Processing (NLP), the solution understands the intent and content of customer statements. It flags unusual calls by detecting negative keywords such as complaints or profanities, prompting management to conduct deeper reviews of flagged conversations.
The analyzed data is presented through a user-friendly dashboard, offering comprehensive and detailed reports. This automation replaces traditionally complex, time-intensive processes, providing administrators with a holistic view of all customer interactions.
With FPT AI Enhance, businesses can achieve 100% call quality monitoring, significantly improve call center efficiency, and save up to 70% of human resources. Previously, customer service process improvements were based solely on agent intuition or managerial experience, lacking solid data. By integrating FPT AI Enhance into CSCs, managers now have access to critical, validated metrics to design targeted upgrades.
Key insights into customer trends and preferences derived from conversations enable managers to optimize their systems, making them more customer-friendly and effective. Moreover, managers can pinpoint gaps in service processes and provide actionable feedback for improvement.
FPT AI Enhance simplifies and streamlines the complex process of analyzing and reporting on call data, offering comprehensive insights to guide effective quality enhancements. By extracting valuable information from conversations, it strengthens long-term customer-business relationships.
Home Credit, a leading consumer finance company in Vietnam, manages a database of over 6 million customers and handles thousands of daily calls. In April 2023, Home Credit officially implemented FPT AI Enhance, automating 100% of their call center quality management processes. This solution improved customer service quality, increased the CSAT (Customer Satisfaction Score) by 20%, and reduced operational costs and risks.
FPT AI Enhance serves as the “engine” driving businesses forward in their customer engagement journey. Organizations that lead in leveraging conversation data gain deeper customer insights, enabling them to deliver unique, personalized solutions that strengthen their customer relationships.
Hai Van.