AkaBot FPT Helps HDBank Enhance Customer Experience

Not only a trend, but Digital transformation is also a solution and strategic direction to help businesses transform, quickly recover, overcome challenges, and meet market opportunities. HDBank has confidently taken the lead in technology investment and pioneered the digital transformation trend by focusing on the "Happy Digital Bank" strategy. In particular, the bank has actively been cooperating with leading technology partners in Vietnam and abroad to look for breakthrough IT solutions, such as the akaBot of FPT Software (a subsidiary of FPT Corporation) - a comprehensive Robot Process Automation (RPA) platform to help automate business processes.

HDBank applies the comprehensive RPA platform to help automate business processes

The issue was to systematize the back-end operation process, promoting HDBank people's thinking and digital transformation culture. Therefore, the bank focused on releasing the labor force of human resources by automating the repetitive processes. Through research and evaluation, HDBank chose akaBot to help automate the business processes of operational departments since June 2021.

Up to now, HDBank has successfully integrated akaBot into six typical processes: (1) Automatic processing input data; (2) Automatic correcting data errors, if any; (3) Automatic monitoring money transfers; (4) Automatic cross-checking the employee's attendance records; (5) Automatic solving the issues from the Customer Service Center and (6) Automatic approving the CITAD transactions.

Mr. Nguyen Duc Dung, Standing Deputy Director of Digital Transformation Center - HDBank, said: "When evaluating solutions for operational automation in the market, akaBot impressed us as a Vietnamese-developed solution. Moreover, the akaBot team met our technical requirements and had a lot of experience in the banking sector as well".

After successfully applying akaBot, the HDBank's representative confirmed that it had added value to the bank. The RPA robot operated 24/7 to ensure uninterrupted services. As a result, the transaction process sped up 30 times faster than usual. In addition, the backlogged reports rate was reduced by 100%. Thereby, customers' satisfaction with HDBank's services increased significantly to 80%.

Overall, HDBank's technology strategy applying akaBot has successfully improved customers' experience and loyalty. Besides, RPA frees employees from monotonous duties and saves time on more significant and creative tasks. Accordingly, akaBot has reduced the workload of the Customer Service department by 30%. As a result, working overtime has become less common, helping the bank save costs and enhance employee satisfaction.

With the advantage of digital technology, Mr. Dung commented on the explosion of automation solutions with precise efficiency. Shortly it will push to the level of hyper-automation, for example, self-assessed, self-interacting, and automated decision-making systems without human intervention.

Innovating operation processes and improving services on a digital platform are the efforts to create differences for HDBank in recent years. The bank aims to bring customers the best experience, assurance, and satisfaction, thereby achieving the strategic goal of Happy Digital Bank they are pursuing.