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.
In 2020, the world witnesses AI accelerating drastically and playing an important role as a powerful assistant to support the safety of humans in the outbreak of Covid-19 pandemic. Many automation solutions have been implemented in customer service, ensuring a smooth operation as well as the health of employees.
According to a study published in Forbes, by 2023, AI solutions will appear in 40% of the elementary operations of enterprise infrastructure to achieve high productivity, rapid scalability and quickly meet the needs for customer experience in the digital era.
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.
How to operate call centers effectively is a challenge for many businesses. Call center is considered as the heart of customer service where customers' requests are received, processed and navigated to related departments. That level of importance requires a wise way to solve problems, or else call centers will be in a state of chaos.
Most customers express that they have to wait too long to connect with call centers or to solve their problems. Along with the development of technology and mobile devices, customers tend to find answers online by themselves instead of contacting with call centers.
As technology is rapidly developing in the Industry 4.0, many banks with abundant resources pioneers investment in automated and multi-channel customer service. Two of the most popular AI solutions used in banks around the world are Chatbot and Voicebot.
Modern customers want to buy not only products/services but experiences, understanding and personalization. Digital platforms with Artificial Intelligence (AI) promises to provide businesses many useful solutions that meet these diverse needs of customers.
IDC forecasts that spending on AI solutions will increase to $97.9 billion by 2023, twice as much as the expense in 2019. 73% of CEOs believe AI is vital to their business currently.