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FPT Smart Cloud's Conversational AI platform enhances customer engagement by automating interactions, improving productivity by 67%, and reducing operating costs by 40%. The platform supports over 200 million interactions and has received numerous international awards for its technology excellence. Key features include omni-channel communication, advanced AI capabilities, and a focus on improving contact center efficiency and customer satisfaction.

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34 views

2 - Copy (3)

FPT Smart Cloud's Conversational AI platform enhances customer engagement by automating interactions, improving productivity by 67%, and reducing operating costs by 40%. The platform supports over 200 million interactions and has received numerous international awards for its technology excellence. Key features include omni-channel communication, advanced AI capabilities, and a focus on improving contact center efficiency and customer satisfaction.

Uploaded by

hungnt.fptai
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Transform

Customer Engagement
with Conversational AI
FPT Smart Cloud - 2025
Our Achievements

Automatically Save 40%


Increase 67%
handle 200M+ operating
productivity
interactions expenses
Optimize operating Serve every customer, A business model
efficiency with automation anywhere, anytime integrated with advanced
technologies

International
Papers
3.000+
50+ Clients
20+ International Certificates Prestigious Awards
International Awards & Certificates

Prestigious Awards

Major Player in IDC MarketScape: Asia/Pacific


(Excluding Japan) Smart Virtual Assistants 2023
Vendor Assessment (Doc # AP50445523)

Technology Excellence Award for AI Technology


- Asian Technology Excellence Awards 2022

First Place at SHINRA 2020-ML (Natural


Language Processing Category)

Top 3 Digital Platform - Make in Việt Nam by the


Ministry of Information and Communications

Top 4.0 Technology Solution - Sao Khue 2020

Vietnam Digital Award, category Leading


Digital Transformation Solution / Product

International Certificates
Conversational AI
Omni-channel – Seamless – Instant
Transform Customer Service with FPT.AI

Traditional Customer Support

Average waiting time


13 minutes

Customers wait Customer Service


in queue Operators

AI-Powered Omni-channel CX

Respond in
30 seconds Smart routing to agents with
appropriate skill sets
Customers contact from Customer Service
multiple channels Operators

• Solve 80% customer queries • 20% complex cases

• Enhance 60% productivity


• Optimize 40% operation cost
Market Leading Conversational AI Platform
Conversational AI enables seamless omni-channel communication for enterprises with large customer base,
offering an instant self-service platform for end-users regardless the scale of Customer Service workforce.

Intelligent Effortless Human-in-the-loop

Build & manage bots with a Empower workforce with Live


Advanced Domain Knowledge
low-code interface Support platform

Active Learning & Omni-channel integration Agent Assist feature to


Continuous Improvement with APIs & SDKs ready increase productivity

Data analytics and Real-time customizable


sentiment analysis performance dashboard
Transform the Contact Center with AI

100+ use cases


Agent performance Self service Customer services Sales
• Agent-Assist • Lock/activate card • Welcome Call • Card
• Live Support • CSAT • Loan
• AI Mentor

Inquiry Support Collection Voice Banking


• Card information • Complaint • Payment collection • Top up
• Contract/order • Feedback • Overdue collection • Lock cards
information • Issue report

Outcomes
Improve 50% of productivity in Contact center Service-to-Sales volume: doubled from
operations $1.38 million to $2.58 million
• Automate 12,000,000+ calls/month • 20% to the Telesales channel
• Adding 6% to overall sales
• Bot automatically handles 98% of inbound calls
• Handle 89% customer inquiries Customer satisfaction rate: 4/5
• Save 60% of operating expenses (for FTE and Telco)
Conversational AI – Core Technology
FPT AI Engage
Interactive AI-Empowered Voicebot
Enhance Productivity with FPT AI Engage

Flexible scaling
01
Make up to 5,000,000+ calls/month
Scale up to 12,000,000+ calls during
peak hours

Reduce up to 50% expense


02
Optimize resources
Reduce Telco expenses

Increase 40% productivity


03 Automate repetitive tasks
Allow human agents to focus on
more complex and valuable tasks
FPT AI Engage

FPT AI Engage advantages

• Natural-sounding synthetic voice with


personalized options for gender and
regional accents

• Advanced Vietnamese speech


recognition technology to perfectly
handle outbound & inbound calls with
various request from customers.

• Sentiment Scanner: the ability of bots


to recognize user’s emotional factor in
the dialogue and therefore, select the
suitable responses.
Use case: Optimize customer service competency and quality

Case Study Inbound Outbound


Top 2 consumer loans in Viet Nam FAQ Self service CSKH
Challenge: Huge numbers 12M+ of customers to • Card • Lock/activate card • Welcome Call
• Loans Support • CSAT
be served by a limited number of customer services
• Others • Complaint Collection
agents via Call Center for multiple complex tasks
Search • Feedback • Payment collection
• Card information • Issue report • Overdue collection
• Contract/order Sales
information • Card
• Loan/Overdraft

Benefits
Improve 50% of productivity in contact center operations
• Average number of calls: 12.000.000+ calls/month.

• Bot automatically handles 98% of inbound calls

• Save 60% of operating expenses (for FTE and Telco)

• Customer satisfaction rate: 4/5


Use case: Improve operating efficiency for the contact center

Virtual Agent for Customer Service


FWD is one of the first insurance enterprises in Solution Features Benefits
Vietnam to apply artificial intelligence (AI) with
Outbound calls Human-like conversation 24/7
Kooki, a technology assistant to support its
customer service call center. • Time and methods of Insight analytics Seamless experience
payment Instant scalability Reduced personnel and
• Explain insurance operating costs
contracts
• Payment status...

Outcome
Turn every agents into a specialist, thus improving 40% productivity
Increased operational efficiency:

• 150,000+ calls/month
Total call/month: handling

• Total benefit/ month: 50% cost (saved FTE and saving in Telco)

Source: https://e.vnexpress.net/news/business/technologies-improve-insurance-experience-4305604.html
Thank you!

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