Amplifying productivity and enhancing customer experience during the Covid-19 pandemic, FPT.AI Virtual Agent for Call Center is a highlight of Home Credit's success story in Vietnam. The interview in Fintech Magazine with Anastasia Fokina, Chief OPS and Digital Transformation Officer of Home Credit Vietnam, will reveal many interesting things about this spectacular transformation.
FPT.AI Virtual Call Center supports Home Credit Vietnam to make more than 2 million calls each month, saving 50% of operating costs. Moreover, “virtual agent" of Home Credit Vietnam has a customer satisfaction rating of 4,5/5 on average.
If the future of retail customer service is self-service, the majority of those consumer conversations will increasingly be conducted with intelligent virtual agents — and consumer confidence and satisfaction is already rising dramatically.
Covid-19 pandemic has accelerated digital transformation of businesses, driven them to keep up with problems in services that their customers meet during social distancing. And SeABank is one of the first units in Vietnam’s banking system to deploy FPT.AI Virtual Agent for Call Center, providing seamless experiences to customers, ensuring continuous customer support activities when the Covid-19 situation is confusing.
Covid-19 pandemic is a health crisis, as well as a shock to the global economy. In that situation, banks have to change business activities to strongly go through the difficult period.
In the 3rd quarter of 2020, McKinsey released the latest report on AI around the world. The report is worth notice due to a deep understanding of businesses pioneering applying AI to boost revenue and the positive results they have achieved.
AI-powered Virtual Agent with natural voice helps customer service call centers boost productivity and save money. Moreover, with dialog management, AI Virtual Agent can provide call centers with statistics and assessment of call quality.
In recent years, the application of technology to customer service call centers has created outstanding competitive advantages for businesses. With an increasing awareness of the factors shaping the future of call centers, many companies are transforming to keep up with new trends.
According to 51% of experts on Citrix's survey, by 2035, technologies like Virtual Agent and Augmented Reality will boost productivity by 200%. One can say that Artificial Intelligence (AI) has been creeping into all aspects of life to serve humans and effectively support business activities.
Hundreds of AI solutions are applied in business operations, especially Chatbot and Voicebot. They are the new generation of intelligent interactive tools, promising to create breakthroughs in the field of customer service.