Vietnam International Bank (VIB) has just launched ViePro - a virtual assistant integrated with GenAI technology operating on the MyVIB digital banking platform.
ViePro is a GenAI-integrated virtual assistant operating on the MyVIB digital banking platform. Photo VIB.
This initiative helps improve customer experience in searching for banking information, aiming to increase service efficiency by 40%, customer base by 20% and optimize operating costs.
Breakthrough solutionVirtual assistant operates 24/7, responds accurately and instantly in Vietnamese on a variety of topics about banking products and services, built on the world's leading cloud computing service Amazon Web Services (AWS).
In addition to improving service performance and customer satisfaction, this breakthrough solution also helps banks optimize up to 80% of IT resource requirements compared to current solutions.
This advanced, user-friendly experience is expected to help expand VIB's customer base by 20%, affirming the bank's commitment to applying technology to improve service quality and operational efficiency.
At the same time, the bank will continue to develop ViePro into a smart financial advisor, supporting customers to manage their personal finances more effectively with services such as calculating borrowing capacity and managing spending based on customer profiles.
"AWS has effectively supported VIB's 'Mobile First, Cloud First, AI First' strategy, helping to continuously improve our customer experience. In particular, AI technology integration features especially attract Gen Z and customers accessing digital banking services for the first time.
GenAI has great potential to revolutionize customer service and expand the user base. With the support of AWS, we have rapidly developed and perfected the ViePro AI assistant, optimizing costs and reducing complexity. This not only increases operational efficiency but also brings the experience of searching for accurate, instant information in real time, thereby enhancing the comprehensive banking experience for customers," said Mr. Tran Nhat Minh, Deputy General Director and Director of Digital Banking Division of VIB.
ViePro virtual assistant operates 24/7, responding accurately and instantly in Vietnamese. Photo: VIB.
VIB has developed the GenAI virtual assistant with a proprietary, secure knowledge base, ensuring that the AI provider has no rights and cannot access the bank's confidential data. Using the Claude 3 Haiku application on Amazon Bedrock, the bank can customize its AWS-hosted data, creating applications that suit business needs such as personalized financial services.
At the same time, the bank uses Amazon SageMaker - a fully managed machine learning service - to improve operational performance and provide personalized recommendations, such as spending limits and special offers for each customer.
This provides a flexible platform that allows integration with any Large Language Model, allowing the choice of the most appropriate model for each specific use case.
The bank successfully piloted the application with 12,000 employees at 189 branches nationwide in September 2024. By October, ViePro continued to be deployed to 200,000 selected customers and will now officially expand to millions of MyVIB users.
Boosting cloud computing and AI capabilitiesVIB has partnered with AWS to deploy a comprehensive cloud and GenAI training program for 12,000 employees through the AWS Skill Builder program. This initiative helps improve bank employees' skills in the fields of cloud computing, cybersecurity, data analytics, AI and machine learning, etc. AWS Skill Builder offers more than 600 free online courses, hands-on workshops, webinars, and certification exam preparation programs.
Learners also have the opportunity to experience hands-on labs, exam preparation materials, and interactive learning activities through games like AWS Cloud Quest. This training program emphasizes hands-on learning through guided labs on the AWS Console, allowing employees to apply their knowledge to real-world situations at no additional cost.
Mr. Eric Yeo, General Director of AWS Vietnam, shared: "The Vietnamese banking industry is pioneering innovation with advanced GenAI technology from AWS. We are delighted that VIB has deployed ViePro, a perfect AI assistant to meet the increasingly diverse needs of customers. We are proud to accompany and support VIB in this journey, helping them choose the best innovative GenAI solution that not only improves customer satisfaction but also brings many benefits to the Vietnamese banking community in general."
Source: https://tuoitre.vn/ngan-hang-viet-nam-tich-hop-genai-cua-aws-cho-ngan-hang-so-20241210213733906.htm
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