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Southeast Asia Commercial Joint Stock Bank

Maintain customer service in the context of Covid-19 with Call Center Virtual Assistant

Success Story

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Enterprise introduction

SeABank is one of the first units in the Vietnamese banking system to put FPT.AI Virtual Assistant into operation, providing a seamless experience for customers, ensuring continuous customer care activities in the context of the epidemic. Covid-19 disease is complicated.

During the development process, SeABank has always determined the digital convergence strategy and synchronous and modern technology infrastructure architecture as the main pillars for the bank’s development, contributing to the increase of customer experience.

Challenges

Explosion in the number of trading customers
Explosion in the number of trading customers
The rapid increase in the number of transaction customers, with nearly 1.6 million customers, is both an advantage and a challenge for SeABank.
Challenges in customer care and consulting
Challenges in customer care and consulting
The big challenge in timely care and advice through the switchboard system, while ensuring operational efficiency, optimizing personnel, and improving customer experience.
Staff reduction
Staff reduction
Some localities have had to reduce the number of staff on duty to ensure social distancing, leading to difficulties in receiving and answering customers' inquiries.

Solutions

Automate thousands of calls
With the ability to make thousands of concurrent conversations, call duration from 1 to 2 minutes, call success rate up to 98%.
Bringing a fast, instant experience to customers
FPT.AI's virtual assistant brings customers service experiences that "do not stop at a quick level, but must be instant".

Benefit

Operational optimizationOperational optimization
Especially at peak times, automate processes, focus human resources on more complex, important tasks.
Improve service qualityImprove service quality
Allow customers to experience outstanding customer care services 24/7 in consulting and answering questions.
Business Continuity GuaranteeBusiness Continuity Guarantee
Provide a seamless experience, ensuring smooth customer service through the call center at all times.
Ms. Le Thu Thuy
During the development process, SeABank has always determined the digital convergence strategy and synchronous and modern technology infrastructure architecture as the main pillars for the bank's development, contributing to the increase of customer experience. The cooperation with FPT Smart Cloud to deploy the Call Center Virtual Assistant is part of SeABank's strategic roadmap to improve service quality and better serve customers as well as optimize operations!