VietnamFinance and insurance2024 – ongoingVPBank
CAIP and ezGenAI conversational AI platform
VPBank reported customer response times of 6–10 seconds after deploying ezGenAI
Problem
Customer responses took 15 minutes, according to VPBank. Staff also needed faster access to banking product information.
Approach
VPBank built CAIP in-house on private cloud infrastructure, with connections to language models from several suppliers. Its ezGenAI applications launched in April 2024. Reppy served customers across channels, while Ripi supported employees searching for product and service information.
Results
Takeaway
A shared platform supported both customer and employee assistants. VPBank reported aggregate gains without separating results by application.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
VPBank described its deployed conversational platform and banking applications. It reported shorter response times and a customer self-service rate above 95%.
Full details are in the original sources.