This award is also a testament to the creative and innovative efforts of VietinBank in general and VietinBank Contact Center in particular, affirming VietinBank's strategic steps for safe and effective development and promoting digital transformation.

Promoting digitalization in customer care

Promoting digitalization for customer care is identified by VietinBank as the core task and leading development strategy of VietinBank Customer Service Center (VietinBank Contact Center). This bank aims to meet the increasing needs of customers and create different and outstanding service experiences, in order to create competitive advantages and honor the values ​​and brand of VietinBank.

To increase service capacity and enhance customer experience when contacting VietinBank Contact Center, VietinBank has simultaneously implemented many initiatives, such as: Upgrading the unified multi-channel switchboard system with many superior features, actively supporting customer care via the switchboard; Optimizing customer experience based on increasing the automation rate in customer support activities via the switchboard; Applying technology to improve service quality by upgrading the Information Portal to become an effective tool in receiving and listening to customer opinions.

In addition, the VietinBank Contact Center system also implements service flow according to customer segments, builds separate numbers for priority customers and corporate customers; Deploys Voice Brandname service, bringing peace of mind and trust to customers when receiving calls from VietinBank Contact Center; Centralizes complaint management with a unified handling process, increases customer satisfaction, effectively contributes to the improvement and enhancement of VietinBank service quality; Deploys facilities in localities to expand the scale of operations, serve customers according to regional characteristics and culture, thereby contributing to creating unique marks, imbued with VietinBank culture.

With continuous efforts in innovation and application of digital technology in customer care, in just the first 6 months of 2024, VietinBank Contact Center's service capacity increased strongly, up 148.2% over the same period last year; the rate of customer problem resolution from the first call (FCR) and the level of customer satisfaction with service quality (SCAT) achieved high levels and far exceeded international Benchmark standards in the banking and finance sector.

High technology and artificial intelligence applications

Not stopping at the achieved results, VietinBank has been constantly striving with the goal of continuing to apply advanced technology, artificial intelligence AI to customer care in the coming time. Specifically, the technologies:

Voice Biometrics: Voice biometric technology helps automatically identify customers, can be applied to customer identification, authenticate transactions via voice, thereby increasing customer experience.

Call Bot: Virtual assistant bot automatically serves customers by voice through programmed scripts, reducing the amount of work done by humans, increasing customer service capacity.

AI Chatbot: Applying the most advanced AI to serve customers through Chatbot. AI will help Chatbot understand and answer customer questions naturally and accurately, helping to automate repetitive tasks, thereby increasing customer experience.

Virtual QC: Applying natural language processing technology, converting speech to text on artificial intelligence platform to monitor service quality at VietinBank Contact Center touch points, so that customers can experience the most perfect customer care service.

Thuy Nga