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SeABank maintains customer service during Covid-19 with Virtual Agent for Call Center

by content 04.02.2021

Hanoi, February 4, 2021, Southeast Asia Commercial Joint Stock Bank (SeABank) officially signed a strategic partnership agreement with FPT Smart Cloud, becomes the first unit in Vietnam’s banking system deploying FPT.AI Virtual Agent for Call Center to provide customers with seamless experiences, enhance operational performance of the bank and ensure continuous customer support activities when the Covid-10 situation is currently confusing.

The need for digital transformation in SeABank comes from the rapid increase in the number of customers, with nearly 1.6 million customers using its products and services. This is an advantage and also a challenge for SeABank to support customers timely through the call center system while ensuring operational performance, optimizing human resources, and improving customer experience. Therefore, SeABank decides to have a strategic partnership with FPT Smart Cloud and becomes the first bank to adopt artificial intelligence through FPT.AI Virtual Agent for Call Center to achieve the best customer service. 

With the ability to perform thousands of calls at the same time, 1-2 minute call duration and the success rate of up to 98%, FPT.AI Virtual Agent for Call Center is an optimal solution that helps SeABank accomplish digital transformation, as well as bringing customers the “not only fast but also instant” experience. 

Trợ lý Ảo tổng đài FPT.AI

Southeast Asia Commercial Joint Stock Bank (SeABank) officially signed a strategic partnership agreement with FPT Smart Cloud

The solution FPT.AI Virtual Agent for Call Center helps SeABank optimize operation, especially during peaking hours, automate processes, and spend human resources on more important, difficult tasks. Besides, the solution allows customers to experience outstanding customer service such as answering queries after the shortest time, 24/7.

When the Covid-19 situation has been confusing recently, the deployment of Virtual Agent for Call Center also helps the bank ensure the continuous operation and business activities. Customer support through call centers is smooth while many businesses in some regions have to reduce call center agents to practice social distancing. 

Ms. Le Thu Thuy, General Director of SeABank, said: “During our development, SeABank always considers digital convergence, synchronous and modern technology infrastructure architecture as the main pillar to develop the bank, contributing to the enhancement of customer experience. SeABank also pioneers investing in Artificial Intelligence (AI) in day-to-day activities by launching the financial app SeAMobile and applying it in operation. The partnership with FPT Smart Cloud to deploy Virtual Agent for Call Center is in SeABank’s strategy that aims to improve the service quality, support customers better, and optimize operation.

Trợ lý Ảo tổng đài FPT.AI

Mr. Le Hong Viet, General Director of FPT Smart Cloud noted: “FPT.AI Virtual Agent for Call Center is a powerful supporter that helps SeABank complete its digital transformation journey in the near future. Especially in the confusing situation of the pandemic, our solution is particularly effective as it optimizes customer support activities in the bank, reduces the resources needed, and maintains continuous operation of the call center.

FPT.AI Virtual Agent for Call Center in SeABank will perform 2 automatic tasks, which are Extending card and passbook and Reminding payment schedule. 

 

  • Reminding payment schedule: Automatically call each customer to remind them on payment due date, have two-way interaction with customers to receive information: time of payment, method of payment, status of payment. 
  • Extending card/passbook: Automatically call customers on the credit card/passbook settlement due date, suggest them to extend card/passbook and the promotions of each service. 

Using the most advanced AI technology, FPT.AI Virtual Agent for Call Center is the solution that allows performing automatic conversational interactions, including inbound and outbound calls, or following predetermined scenarios, in a friendly, natural and seamless way. As one of the outstanding products in FPT’s solutions to digital transformation, FPT.AI Virtual Agent for Call Center can handle thousands of calls at the same time with high accuracy and stability. Being deployed flexibly on cloud or directly on the infrastructure of businesses (on premise), the solution can be integrated into existing call centers or with other call center services. Besides,  FPT.AI provides suitable features that help businesses to manage, store and extract to easily follow reports on quality and number of calls in real time; automate call back as customers request; adjust time and number of calls; customize list of customers as folders; assign manage authority and jobs, etc.

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