In December 2023, Vietnam Import-Export Commercial Joint Stock Bank (Eximbank) announced a partnership with FPT Smart Cloud, a leading company in Artificial Intelligence (AI) application solutions being developed. Application at leading financial and banking institutions in Vietnam.

Accordingly, Eximbank officially applied Artificial Intelligence (AI) application to the bank's 1900 6655 Customer Support Switchboard System in the role of Smart Virtual Assistant. Eximbank Call Center virtual assistant will contribute to automating the operations of consultants, helping to optimize operations and support customers 24/7, thereby bringing better experiences to customers.

In the first phase of the project, the Eximbank Call Center Virtual Assistant will support answering calls related to information query services such as querying deposit balances, cards, outstanding debts, and payment accounts. This information will be answered quickly and accurately by the Virtual Assistant, creating favorable conditions for customers when transacting with the bank. Virtual assistants will contribute to increasing the call center call rate, while also giving Banking Consultants more time to support customers' in-depth questions.

An Eximbank representative said: “With the desire to bring more benefits to businesses and customers, Eximbank has continued to improve technology to create values ​​to meet the needs of strong development of customers. technology as well as customer requirements. The application of AI technology to the switchboard system is one of the solutions in the bank's digital transformation strategy aimed at creating a comprehensive digital experience for customers. our customers. ”

In the Vietnamese market, the FPT.AI smart solution suite can support from front office to back office banking operations including: AI conversation, Automated Customer Service Center Management, Smart document processing ; Electronic Customer Identification and AI Mentor Training Solution. FPT.AI solutions help businesses improve productivity, enhance customer experience and optimize operating costs.

The cooperation between Eximbank and FPT Smart Cloud is one of the important stepping stones for Eximbank to continue affirming its digital transformation goals, possessing the most advanced technologies, thereby optimizing product deployment capacity, services, systems and improve customer experience in Eximbank's services.