Sacombank builds 'new generation AI switchboard'

Applying artificial intelligence FPT.AI, determined to improve customer experience

Digital transformation is identified as an important strategy in the development and growth journey of Sacombank. At the present stage, artificial intelligence (AI) has become an inevitable trend, Sacombank has set the goal of comprehensively digitizing the customer care system. Accordingly, the "new generation AI call center system" is identified as an important goal, the "brain" to solve the problems of Sacombank customers.

To build the “New Generation AI Call Center System”, Sacombank has taken advantage of the most advanced call center models available and chosen to cooperate with FPT Smart Cloud. This technology company is currently the owner of the FPT.AI platform - which is being applied in many financial institutions and banks in Vietnam.

Accordingly, the new generation AI switchboard system is identified by the bank as a "Keyless Switchboard", aiming to solve the problem that Sacombank is facing when the bank's customer service switchboard 1800 5858 88 receives thousands of calls every day.

With new technology, all operations or problem solving are received and responded to quickly by the 24/7 AI virtual assistant. The new generation switchboard has the ability to identify customers through their voice and language, thereby providing relevant answers and advice. In addition, the new generation AI switchboard has the ability to manage multi-channel interactions centrally on one platform; thereby contributing to perfecting the understanding of user habits, portraying a "360-degree" customer portrait.

Mr. Le Hong Viet - General Director of FPT Smart Cloud analyzed: "Customer service call center is an important bridge, connecting businesses with customers, especially when customers have problems that need to be handled urgently. Therefore, the most important thing is that the call center needs to connect customer calls and shorten the processing time (time-to-service)".

Evaluating the advantages of AI in building a "keyless switchboard", Mr. Viet said: "Thanks to being built on the comprehensive artificial intelligence platform FPT.AI, Sacombank's new generation switchboard system will be enhanced with the ability to provide instant, multi-channel support, simplify operations and optimize time and process for handling customer inquiries."

Advanced Cisco Enterprise (PCCE) PBX system application, integrating CRM and multi-channel Chatbot

An effective customer service center cannot lack a smart switchboard system. BaseBS is a unit participating in a large project with Sacombank.

Sharing about the cooperation with Sacombank, BaseBS representative said that they have provided a solution set using advanced Cisco Enterprise (PCCE) switchboard technology, integrated with Unify CRM and Interaction Center applications developed by this unit.

Mr. Pham Xuan Phuc - Business Director of BaseBS shared: “We are very pleased and proud to cooperate with Sacombank - one of the leading modern and multi-functional retail joint stock commercial banks in Vietnam. This cooperation is BaseBS's commitment to providing smart and innovative technology solutions, bringing about outstanding development in service quality and customer experience, optimizing operations as well as managing customer care centers and especially bringing success to Sacombank”.

Choosing to cooperate with BaseBS and FPT Smart Cloud - leading enterprises in the technology field, Sacombank demonstrates its clear efforts to transform in the journey to lead the trend of artificial intelligence. Building a new generation AI switchboard is a move to accelerate digital transformation, in line with the development trend of the times, contributing to bringing better experiences to Sacombank customers. This also shows Sacombank's determination to affirm its position and increase the brand value of the leading retail bank in Vietnam.

Bich Dao

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