VietnamFinance and insurance2024 – ongoingBIDV
AI chatbot for corporate customers on BIDV iBank
BIDV reported chatbot responses in under 5 seconds for corporate customers on iBank
Problem
Corporate customers needed help with banking products and problems encountered while using BIDV iBank. Support had to cover both web and mobile channels.
Approach
BIDV launched the AI chatbot in March 2024 with continuous availability. Customers could open it before or after logging in. Requests outside its scope transferred to a BIDV adviser.
Results
Takeaway
The chatbot covered routine questions while retaining adviser escalation. BIDV did not disclose customer-resolution or staffing results.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
BIDV announced an operating AI chatbot for corporate customers on iBank. It reported responses in under 5 seconds and described transfers to advisers for unsupported requests.
Full details are in the original sources.