VietnamFinance and insurance2019 – ongoingHome Credit Vietnam
FPT AI Engage virtual call-centre assistant
Home Credit Vietnam's virtual call agent cut operating costs by 50%, according to its suppliers
Problem
Routine customer enquiries and payment reminders created repetitive work for call-centre agents. Home Credit Vietnam needed to serve more customers without expanding manual calling at the same rate.
Approach
Home Credit Vietnam partnered with FPT Smart Cloud in 2019 to deploy a conversational call assistant. FPT AI Engage handled inbound and outbound calls with speech recognition and synthetic speech. Human agents retained more complex customer issues.
Results
Takeaway
The assistant moved routine calls away from human agents. The suppliers reported cost savings without disclosing the comparison period.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
NVIDIA described Home Credit Vietnam's deployment of FPT AI Engage. It reported 50% operating cost savings and a 98% call success rate.
FPT repeated the Home Credit results published by NVIDIA, including 50% operating cost savings. It confirmed that the partnership began in 2019.
Full details are in the original sources.