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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