Vietnam’s Eximbank just has 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 and Facebook page.
“This pilot study will operate for at least 1 month in order to better understand customer demand and feedback for continuous improvement”. Mr. Rahn Wood – Eximbank‘s representative told Vietnam Insider.
In recent years, with the rapid development of the Industrial Revolution 4.0, the banking and finance industry has rapidly adopted advanced technologies into its business model. ChatBot is a specific application that has been launched by many banks and other financial institutions around the world as well as in Vietnam in order to provide prompt support to customers.
With this application, frequently asked questions about Eximbank’s products and services will be answered immediately by Mai. Questions are available in the database no matter what time of day (ie. 24 / 7) wherein users can be directed to suitable content or contact methods. FPT IS Information System Company is the vendor that provides and deploys this chatBot system.
“In essence, or new ‘Mai’ ChatBot is an online tool that can represent as a professional consultant for enhanced customer care. Since June 2018, Eximbank has cooperated with FPT IS to build this application. So far, we have completely built an application to serve customers’ most popular demands such as: Advice on bank cards issued by Eximbank, Promotion programs for depositors at Eximbank, Location of Branches/Transaction Offices and ATMs throughout Eximbank’s network and some 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 Mr. Rahn Wood.
ChatBot is built based on the newest technology waves of Artificial Intelligence, Machine Learning, Natural Language Processing and Big Data. During this initial stage, for questions that ChatBot cannot answer, the Machine Learning technology will automatically record questions and after Eximbank’s staff respond to the customer, the new data will be used to train Eximbank’s ChatBot answering similar questions afterward. In the medium term, the ChatBot will be automatically trained to improve better and develop more functions to meet the higher and higher requirements of customers.
“In Vietnam, FPT is the pioneer in developing artificial intelligence platform that allows developers to create chatbots easily. Thanks to the application of the most advanced technologies such as natural language processing, artificial intelligence the Chatbot developed from FPT.AI platform can understand the intentions and content that customers demand, from there. Providing accurate feedback, helping businesses to 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. ” Said Mr. Duong Dung Trieu, Chairman of FPT IS.
In early September, Eximbank also deployed Infosys Finacle Core Banking software solution to replace its old Core Banking system. This transformation aims to develop more products – services, tight internal management and alignment of the banking system, creating a foundation for improving customer service, risk management and more efficient services.
The launch of its ChatBot application is a significant first step in building up its digital capabilities as well as a modern and dynamic orientation for Eximbank in the era of Industry 4.0.
More information about Vietnam’s Eximbank can be found at: http://eximbank.com.vn