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Secure, unlimited storage to ensures efficiency as well as high and continuous data access demand.
Virtual server integration for 3D Rendering, AI or ML
FPT Web Application Firewall provides powerful protection for web applications
Advanced virtual server with rapid scalability
Backup and restore data instantly, securely and maintain data integrity.
Advanced virtual server with rapid scalability
Powerful performance with dedicated infrastructure
Virtual server integration for 3D Rendering, AI or ML
Backup and restore data instantly, securely and maintain data integrity.
Recovery, ensuring quick operation for the business after all incidents and disasters.
Diverse throughput and capacity to meet various business workloads.
Secure, unlimited storage to ensures efficiency as well as high and continuous data access demand.
Enhance application capacity and availability.
FPT Web Application Firewall provides powerful protection for web applications
The Next generation firewall security service
Easily store, manage, deploy, and secure Container images
Safe, secure, stable, high-performance Kubernetes platform
Efficient and secure remote working solution for businesses.
System Monitoring Solution anywhere, anytime, anyplatform
The service automatically initiates, maintains, manages, and protects APIs of any sizes.
Provided as a service to deploy, monitor, backup, restore, and scale MongoDB databases on cloud.
Provided as a service to deploy, monitor, backup, restore, and scale MySQL databases on cloud.
Provided as a service to deploy, monitor, backup, restore, and scale PostgreSQL databases on cloud.
Provided as a service to deploy, monitor, backup, restore, and scale Redis databases on cloud.
Engage your customers with AI-Powered Chatbot
Enhance customer engagement and productivity with FPT AI Engage
Convert text into Vietnamese voice
Flexible and scalable Google Cloud for all businesses
Create a flexible and collaborative workspace
A comprehensive solution for better business operations
Exceed all the limits of computing cloud
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Home Credit Group
Breakthrough productivity with Call Center Virtual Assistant
Success Story
Enterprise introduction
As a company with extensive experience in consumer finance from Europe and operating in Vietnam since 2008, Home Credit soon caught up with the trend of digital transformation and boldly invested in new technology. like Big Data, AI.
With more than 12 million customers in Vietnam, Home Credit Vietnam must maintain a nationwide customer service team, especially the operator system to approach and handle requests, answer questions, and remind schedules. payment… per customer
In 2019, FPT Smart Cloud was trusted and selected by Home Credit Vietnam as a strategic partner. The project lasted 2 years with the goal of building a voicebot virtual assistant solution for customer care centers, aiming to build a smart switchboard system.
Challenges
Covid-19 and social distancing
With more than 12 million customers, on average, a day, Home Credit's consulting team has to receive thousands of incoming and outgoing calls to process customer requests.
Customer care hotline overloaded
With more than 12 million customers, on average, a day, Home Credit's consulting team has to receive thousands of incoming and outgoing calls to process customer requests.
Multinational companies's challenges
Technology quality requirements must be equivalent to the services they are applying in other countries, and at the same time, they must solve specific problems for the local market.
Solutions
Setup and Deploy Call Center Virtual Assistant
FPT Smart Cloud spent 6 months building a completely new platform as well as creating virtual assistants for Home Credit to automatically make calls to customers.
Calibration and optimization
Spend the next 6 months doing proof-of-concept, calibrating virtual assistants, piloting projects and driving completion ahead of time to improve Call Center productivity and efficiency.
Benefit
“Human” and “Machine” collaborate
In the first time of deployment, Home Credit Vietnam's virtual assistant made about 200,000 calls per month. Currently, this number has been increased 25 times, to 5 million calls/month and has the ability to expand to 12 million calls during peak months.
50% reduction in actual operating costs
Applying technology to reduce costs and improve the efficiency of business operation management. Customers are not only quickly provided with valuable information on payment, insurance and financial opportunities, but also have a positive experience with customer service from Home Credit.
Increase customer experience
Actual customer evaluations when experiencing calls from Home Credit's virtual assistants reached a very high level of satisfaction, 4.5/5 points. Customers are quickly provided with valuable information and have positive experiences with customer care services from Home Credit.
We call this synergy. One plus one no longer equals two, but three. By linking Home Credit's scale and innovative approach to risk with FPT's operations and technology, we have created one of the best customer experiences in the market.
