Before applying NamiSense, BIDV had many difficulties in managing the call center with more than 15,000 calls per day. Manual call quality control only helped evaluate about 5% of the total number of monthly calls, leading to a lack of data to analyze the performance of call center agents. At the same time, the bank also failed to exploit important information from conversations to understand customer needs and trends, leading to limitations in adjusting and improving service quality.
The appearance of NamiSense has helped BIDV make a strong breakthrough in call center management. The system automatically converts 100% of calls into text with an accuracy of over 90%, helping to retrieve and analyze data quickly. At the same time, all calls are automatically scored based on forms, criteria and labels suitable for each business as required by BIDV, ensuring that service quality assessment is objective and consistent. Not only that, NamiSense also supports classifying and searching for calls by keywords, customer or operator emotions, helping to quickly identify problematic calls, thereby promptly detecting points that need improvement to adjust and train staff more effectively. In addition, the system also provides detailed information on issues that customers are interested in, helping the bank grasp trends and adjust service strategies promptly. With an intuitive, user-friendly interface, NamiSense helps BIDV's operations team quickly master the system without requiring too much training time.
The application of NamiSense not only helps BIDV optimize the operation of the customer care call center but also enhances customer experience, improves the performance of call center agents and increases competitiveness in the market. The cooperation between BIDV and NamiTech marks an important step in the digital transformation process of the finance and banking industry in Vietnam. NamiTech is proud to be a partner accompanying BIDV on this innovation journey, contributing to bringing advanced AI technology solutions, improving service quality and optimizing operational efficiency.
Source: https://nhandan.vn/bidv-hop-tac-cung-namitech-but-pha-manh-me-trong-cong-cuoc-quan-ly-tong-dai-post859889.html
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