Attending the seminar were representatives from leading experts from Ernst & Young Vietnam, Home Credit Vietnam, HDBank and FPT Smart Cloud, discussing strategies to innovate customer experience based on technology application. . Experts agree that customer experience innovation is the focus of businesses’ business development strategies thanks to outstanding benefits that help improve revenue and increase sales opportunities. At the event, FPT Smart Cloud launched FPT AI Enhance – a customer care center quality management solution using Artificial Intelligence (AI).
‘AI is a powerful tool for automating customer experience’
Mr. Le Hong Viet, General Director of FPT Smart Cloud stated: “Customer experience is now at the top of your digital transformation priorities, keeping 94% of your customers coming back for a second transaction, driving up to 15% increase in sales conversion rates. With the application of AI, businesses have a powerful tool for automation, performance enhancement, deep analysis and customer insight, thereby enhancing the omnichannel, multi-touch customer experience.
Ms. Anastasia Fokina – Head of Operations and Digital Transformation of Home Credit Vietnam took a photo with Mr. Le Hong Viet, General Director of FPT Smart Cloud
Anastasia Fokina – Head of Operations and Digital Transformation of Home Credit Vietnam affirmed the importance of strategic cooperation with big technology companies: “When we jointly establish and agree on a common goal, we focus and improve quickly. That is why I appreciate the cooperation with FPT Smart Cloud”.
Anastasia Fokina – Head of Operations and Digital Transformation of Home Credit Vietnam shares customer experiences at a seminar on AI technology
Launching AI Customer Care Center Quality Management solution
FPT Smart Cloud invested in research, development and launched FPT AI Enhance – A solution for quality management of customer care centers using AI. The solution helps businesses improve the operational efficiency of employees, thereby breaking through the quality of customer care services by analyzing and evaluating 100% of conversations with customers.
Applying the most advanced technologies in the field of artificial intelligence such as Natural Language Processing (NLP); analyzing and recognizing voice, FPT AI Enhance is capable of listening, understanding and automatically analyzing 100% of customer calls on a large scale, scoring the service quality of the agents, alerting the calls. violations or unusual signs. Right in the testing phase, FPT AI Enhance is evaluated to help businesses reduce 70% of the total quality assessment time of the call center.
The future of customer experience will be omnichannel, multi-touch, providing instant, 24/7 service and high levels of personalization. Excellent customer experience is not only a competitive weapon of businesses in the digital age, but also helps to build strong, lasting relationships with customers, keeping them in the ecosystem of the business in the future. long-term. To do that, the application of new technologies such as AI is an indispensable strategy, helping to shape the picture of the experience on every customer journey.
#Home #Credit #Vietnam #cooperates #FPT #optimize #technology