The rapidly increasing demand of more than 1.6 million users using SeABank products and services is an advantage but also a challenge for the bank in providing timely care and advice to customers through the switchboard system, while ensuring operational efficiency, optimizing personnel. For this reason, SeABank has chosen a strategic partnership with FPT Smart Cloud, becoming the first bank applying technology application through the FPT.AI PBX Virtual Assistant solution, creating a breakthrough in the capacity of customer care.
With the ability to conduct thousands of simultaneous conversations, call duration from 1 to 2 minutes, FPT.AI's Virtual Assistant is the optimal solution to help SeABank realize the journey of digital conversion, at the same time to give customers the service experience "not fast, but immediate".
Ms. Le Thu Thuy - General Director of SeABank said: “During the development process, SeABank always determines the strategy of digital convergence and synchronous and modern technology infrastructure architecture as the main pillar for the development of the bank to increased customer experience. SeABank is also a pioneer bank investing in AI (Artificial Intelligence) platforms in daily operations through the launch of SeAMobile financial application as well as in operational operations. The cooperation with FPT Smart Cloud to deploy the PBX Virtual Assistant is part of SeABank's strategic roadmap to improve service quality as well as optimize operations! ”
As the Covid-19 pandemic has been complicated recently, the deployment of the PBX Virtual Assistant solution also helps the bank to ensure continuous operation. Customer care activities through the switchboard are smooth in the context that many businesses in some localities have to cut down on the number of employees on the system to ensure social distance.
Specifically, at SeABank, FPT.AI's Virtual Assistant solution helps the bank optimize operations, especially during peak times, automate processes, and focus human resources on important tasks. In addition, the solution allows customers to experience outstanding customer care services such as consulting and answering questions in the shortest time, 24/7.
Virtual Assistant at FPT.AI, deployed at SeABank, will perform two automatic operations, namely Card renewal and Savings with remind customers.
- Card/Savings renewal operation: Automatically make a call to the customer to close the credit card/savings book due date, suggest customers to extend the validity of the card/savings book together promotion information for each type of service
- Payment schedule reminder: Automatically call to remind each customer when loan payment is due, automatic two-way interaction with customers to receive information: payment time, form of payment payment, confirm payment status.
Applying the most advanced AI technologies today, FPT.AI's Virtual Assistant is a solution that allows automatic conversations through the PBX channel, including making outgoing calls and receiving incoming calls. or smart call forwarding, in a friendly, natural, and seamless way. Virtual Assistant FPT.AI is capable of handling thousands of conversations at the same time with high accuracy and consistency. In addition, the PBX Virtual Assistant provides a management system that makes it easy to configure, store and extract information in real time.
In 2020, FPT.AI Virtual Assistant will be deployed and applied by Home Credit Vietnam to the operator service, serving the needs of hundreds of thousands of customers completely automatically, from processing inquiries. expensive to remind payment schedule. After 3 months of operation, the solution to help Home Credit Vietnam achieve initial successes such as automatically implementing 300,000 conversations with customers, with a conversation duration of about 1 to 2 minutes and advanced 40% of the financial company's operating efficiency.
Customers interested in SeABank's products and services can contact the nearest SeABank transaction offices nationwide, call Contact Center 1900 555 587 or visit website www.seabank.com.vn for more information. free period and consultation.
Currently, FPT.AI is providing a free trial with unlimited features to customers to experience. Users can visit the website https://fpt.ai to learn about the service and experience today.
