FPT Smart Cloud drives productivity for Home Credit Vietnam
Le Hong Viet , CEO of FPT
Smart Cloud , discusses partnering with Home Credit Vietnam to enhance productivity and reduce OpEx with the leading AI solutions .
FPT Smart Cloud is driving new growth for the FPT Corporation through its cornerstone product , FPT . AI . “ FPT . AI is used to disrupt businesses by creating a big jump in productivity , which is exactly what we ’ re doing with Home Credit Vietnam ,” says Le Hong Viet , CEO of FPT Smart Cloud .
FPT Smart Cloud was selected by Home Credit Vietnam as key technology partner . The two companies came together in 2019 with the goal of executing a two-year project to improve Home Credit Vietnam ’ s customer engagement capabilities , which led to FPT Smart Cloud ’ s Voicebot technology being selected to provide AI-powered virtual customer support agent solutions .
“ We spent six months building up a new platform for this purpose , as well as setting up the virtual agents for Home Credit ,” says Viet . “ Then , we spent another six months doing a proof-of-concept , calibrating the virtual agents , piloting the project , and pushing it to completion . In total , we delivered on this partnership exactly a year ahead of schedule .”
This achievement , Viet explains , is due to the “ very close collaborative relationship between the two project teams ,” which worked together to execute their strategy while avoiding the most common pitfall of AI customer service integrations . “ Sometimes , AI can reduce the human workload and create efficiencies , but also result in a reduction of customer satisfaction ,” says Viet . “ This project managed to not only boost productivity and reduce costs , but also increase customer satisfaction .”
Today , FPT Smart Cloud ’ s virtual agents handle more than 5mn calls for Home Credit Vietnam monthly , and are capable of extending to 12mn calls during peak times .
FPT Smart Cloud and Home Credit Vietnam look to continue the collaboration with new AI solutions already in discussion , which are the implementation of Call Quality Enhancement , Knowledge Base and Chatbot , assuring both companies stay ahead of the AI revolution and create impacts on business performance .