SeABank AI accelerates digitisation of banking ops in Vietnam

By Edil Corneille

Viewing digitisation as a pillar vital to support banking progression, Southeast Asia Commercial Joint Stock Bank (SeABank – Vietnam) has apprised that it continuously upgrades its infrastructure which includes the latest in Artificial Intelligence (AI) systems that is utilised to advance the customer experience while optimising bank operations.

Since 2005, SeABank has mentioned that it spent millions of US Dollars to implement the banking Core System – Temenos (Switzerland). Known as T24 Temenos, it has been upgraded to R18 version that incorporates several optimisation features. SeABank also successfully implemented and maintained its ISO 27001:2013 certification and PCI-DSS security standards for card transactions, electronic document exchange, digital signatures and ‘iron-clad’ authentication solutions such as OTP tokens and two-channel authentication.

Today, SeABank’s AI banking platforms drive its services having successfully carried out the 2020 Core AI Project that enhanced the bank’s products, supporting its end-to-end customer experience. One such application was SeAMobile, a financial application on the domestic banking landscape that features a virtual ‘personal financial assistant’.

After adding eKYC features into SeAMobile, SeABank aims to blend this with its proprietary SeATeller function to take the customer experience to a new, even higher level of convenience by compressing the required transaction time. Once combined these AI and eKYC tech features will create rapid authentication at the counter and eliminate outdated, time-consuming customer processing.

To power its bespoke Customer Care Efficiency (CCE) standards, SeABank cooperates with FPT Smart Cloud being the first domestic bank to launch such an FPT AI Virtual Assistant solution into the Vietnamese banking arena. This Virtual Assistant simultaneously conducts thousands of conversations with the average call requiring less than 120 seconds for a 98 per cent call success rate providing SeABank with an optimal solution to advance its digital transformation.

This strategic, concurrent investment is considered by the bank’s leaders as the vital foundation for SeABank to reach its digital convergence goal when listing technology as one of the five pillars of banking success. This is to be achieved through consistent delivery of more digitised products and services. The sum result will be an improvement in the whole SeABank business process through AI communications that accelerate digitisation of banking operations and optimise the customer journey.