HOME CREDIT VIETNAM
AI . The fintech helps the consumer finance institution onboard its clients , and keep them there – as evidenced by its significant customer base in Vietnam .
“ It ’ s so important to offer easy , seamless and convenient solutions ,” says Khang . “ This is one of the core tenants in our relationship with FPT . AI . We also , alongside our partner , strive to make sure the solutions we leverage are professional and ethical .
“ These protocols we have jointly established with FPT . AI has allowed us to create a fantastic digital , AI-based call centre assistant . When you operate a call centre , it ’ s hard to actually prove that your message gets delivered to a customer , is adequately professional and reaches out to people on an emotional basis .”
However , by partnering with FPT . AI and implementing an AI virtual assistant , Home Credit Vietnam has been able to achieve two core objectives . “ The AI assistant has not only helped us save on costs ,” notes Khang , “ it also helps us connect with far more customers when they need it , than a traditional call centre .
“ We ’ re also able to track customer satisfaction through the data from the AI assistant , and we ’ re able to tailor the approach to a customer .
“ For example , if a customer is about to default on their credit we could change the tone of the call to be more professional and give more frequent alerts . It reminds the customer they need to pay their debt but also de-dramatises the situation , and removes tense discussions person-to-person .”
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