With the rapid development of the Fourth Industrial Revolution in recent years, the banking and finance industry has rapidly adopted advanced technologies. ChatBot is one specific application that has been launched by many banks and financial institutions around the world as well as in Vietnam to provide prompt support to customers.
|Eximbank launches ChatBot application for 24/7 customer care |
On October 24, 2018, Eximbank launched its ChatBot online support tool developed from the artificial intelligence platform FPT.AI to serve customers 24/7, presented with the name ‘Mai’ on its website as well as its Facebook fanpage. This pilot project will operate for at least one month in order to better understand customer demand and gather feedback for continuous improvement.
With this application, frequently asked questions about Eximbank’s products and services will be answered immediately by Mai. Mai’s database will be available no matter the time of day, guiding users to the content they need or giving them the contact they are looking for. FPT IS Information System Company is the vendor that provides and deploys this ChatBot system.
"In essence, our new ‘Mai’ ChatBot is an online tool that can act as a professional consultant for enhanced customer care. Since June 2018, Eximbank has been co-operating with FPT IS to build this application. So far, we have built an application to serve customers’ most popular demands, such as: advice on bank cards issued by Eximbank, promotion programmes for depositors, the location of branches, transaction offices, and ATMs, and other frequently asked questions. We believe this exciting new technology will provide customers with faster and higher quality service experiences in the digital age," said Rahn Wood, Eximbank’s representative.
ChatBot is built based on the newest technology waves of Artificial Intelligence, machine learning, natural language processing, and Big Data. During this initial stage, the machine learning technology will automatically record questions that the ChatBot cannot answer and after Eximbank’s staff respond to the customer, the new data will be used to train Eximbank’s ChatBot to answer similar questions afterward. In the medium term, the ChatBot will be automatically trained to improve and develop more functions to meet the higher requirements of customers.
Duong Dung Trieu, chairman of FPT IS, said: "In Vietnam, FPT is the pioneer in developing artificial intelligence platforms that allow developers to create chatbots easily. Thanks to the application of the most advanced technologies, such as natural language processing and artificial intelligence, the ChatBot developed from the FPT.AI platform can understand customers’ intentions and the content they need, from there providing accurate feedback, helping businesses stay connected with customers, and thereby reducing the proportion of unsatisfied customers. So far, more than 1,000 chatbot applications have been created on the FPT.AI platform. These applications enhance the user experience in many areas, such as telecommunications, e-commerce, banking or public administration, and help reduce operational costs for businesses."
In early September, Eximbank also deployed the Infosys Finacle Core Banking software solution to replace its old Core Banking system. This transformation aims to develop more products and services, tighten internal management, and align the banking system, creating a foundation to improve customer service, risk management, and make services more efficient.
The launch of Eximbank’s ChatBot application is a significant first step in building up its digital capabilities as well as a modern and dynamic orientation in the 4.0 era.