A powerful "assistant" for banking activities

Vietinbank Phuc Yen branch guides customers to use convenient services, accelerating the digital transformation process of the banking industry. Photo: Duc Chung

Traditional banking transactions used to require customers to go directly to the counter to check balances, transfer money, pay bills or consult products, but now everything has changed. Chatbot, a smart AI application, has helped banks eliminate complicated transaction steps, allowing customers to perform simple operations right on digital platforms, from mobile applications to websites and social networks. This not only brings maximum convenience but also helps banks operate more efficiently, reduce operating costs and create a difference in competition.

In recent years, banks across the country in general and in the province in particular have invested heavily in AI and chatbots to improve service quality.

Vietcombank has launched VCB Digibot, a virtual assistant built on the FPT .AI platform, capable of supporting customers with frequently asked questions about cards, loans, interest rates, exchange rates, branch networks and incentive programs. What is special about VCB Digibot is the ability to forward complex requests to a consultant if the chatbot cannot handle the problem, helping to ensure a smooth and efficient service experience.

Not only Vietcombank, BIDV has also deployed chatbot on BIDV iBank platform, a digital banking service for corporate customers. With a message response speed of less than 5 seconds, this chatbot supports customers 24/7 in looking up general information about BIDV, banking network, corporate card products, deposits, loans as well as promotional programs. Importantly, this chatbot has the ability to self-learn to improve customer support performance over time.

Nam A Bank also went a step further by deploying the OPBA robot, allowing customers to interact with AI right at the branch without having to wait in line. OPBA is capable of facial recognition using Face ID technology, proactively greeting and consulting customers, creating a professional and modern feeling right from the moment customers enter the bank.

HDBank also uses AI to support opening payment accounts, opening savings books, electronic customer identification and data analysis. The deployment of RPA (Robotic Process Automation) has helped the bank significantly reduce transaction processing time at the service department, increase processing speed up to 30 times compared to manual processes, and completely eliminate backlogs.

The benefits of AI and chatbots not only help banks optimize operations but also significantly improve customer experience. With 24/7 support, chatbots help customers receive quick responses without having to wait long or go directly to the transaction office. In addition, AI also plays an important role in analyzing customer behavior, helping banks better understand the needs and preferences of each person, thereby suggesting suitable financial products.

For example, if a customer is frequently interested in savings products, the chatbot can suggest savings programs with the best interest rates, helping the customer make more effective financial decisions.

Despite the many benefits of AI and chatbots, banks still face some important challenges. One of them is the cost of investing in technology systems. Implementing AI requires banks to have advanced technology infrastructure, big data, and high security systems to ensure the safety of customer information. In addition, if chatbots cannot understand and respond accurately to complex customer requests, they will lose real value and may disappoint partners. Therefore, banks need to continuously improve technology to ensure that chatbots can communicate more naturally and intelligently.

According to leaders of banks in the province, in the future, AI will not only play the role of a customer support tool but can also become a smart financial advisor. Customers will not only ask chatbots simple questions like "What is the current interest rate?" but can also ask AI for advice on investment strategies, personal financial analysis and instructions on how to optimize cash flow. Advances in AI and machine learning will help chatbots become smarter, capable of predicting financial trends and providing personalized advice.

Chatbots and AI are gradually shaping the future of today's banking industry. Applying this technology not only helps banks optimize operational processes and reduce costs, but also brings more convenient, personalized and intelligent service experiences.

However, to maximize the potential of AI, banks need to have a long-term investment strategy, from technology development to personnel training and improving data security systems. In the context of an increasingly competitive financial market, AI is not only an advantage but is becoming a decisive factor for banks to retain customers and expand market share.

With the strong advances in technology, chatbots will certainly continue to play an important role in the banking industry, bringing significant changes in the way customers interact and use financial services.

Thanh An

Source: http://baovinhphuc.com.vn/Multimedia/Images/Id/128266/“Tro-thu”-dac-luc-cho-hoat-dong-ngan-hang