Banking, Vietnam · Outbound voice · On-premise, VIB Azure tenant · Live since March 2026
Voice AI for Credit Card Drop-Off Follow-Up
Every abandoned card application gets a call back, automatically.
- 20%
- of conversations end with the agent completing the application on the call
- ~2,000
- conversations a day handled with no human agent
- 41%
- of dials reach the customer
The client
VIB is one of Vietnam’s largest joint stock commercial banks, and a leading credit card issuer in that market. Its Digital Banking team owns the credit card application funnel.
The problem
Many customers start a credit card application and stop before they finish it. Each incomplete application is a customer who already declared intent, so the revenue is close but unclaimed. To recover them, a person must call each applicant, find out what blocked them, and walk them through the rest. At VIB’s volume that is not possible by hand. VIB’s previous voice bot could only remind the customer to go back and finish the form themselves. About 1 in 10 did. It could not answer a question, and it could not fill anything in. VIB had run a legacy rule-based voice vendor for 3 years. That system could not hold a real conversation about why an application stopped, so the bank chose to replace it rather than extend it.
What Revve built
- Scope: An AI voice agent that calls each customer who dropped an application, identifies the blocker, answers the question, and moves the customer back into the funnel.
- Integrations: VIB’s telephony and the credit card application system.
- Guardrails: The agent identifies itself as the bank’s AI assistant on every call. It answers from VIB’s approved knowledge base only.
- Human handoff: The agent transfers the call to a human agent when the case needs a person, with the conversation history attached.
How we deployed
Installed in VIB’s own Azure tenant, so no call content leaves the bank’s environment. This was Phase 2 of the contract, and it followed the chat agent go-live.
Results
| Metric | Value | Period |
|---|---|---|
| Conversations handled with no human agent | about 2,000 a day | Current run rate |
| Applications the agent completes during the call | 19.6% of conversations | Mar to Aug 2026 |
| Dials that reach the customer | 41% | Mar to Aug 2026 |
| Dials that become a real conversation | 23% | Same |
| Negative customer sentiment | under 6% of conversations | Same |
| Average conversation length | 2 minutes 15 seconds | Same |
The agent finishes the job on the call. The previous bot could only ask the customer to go back to the form. This one answers the question that stopped them and fills the application in while they are still on the phone. Customers who prefer to finish it themselves afterwards are not counted in the 19.6% at all.
What is next
The result convinced VIB to take Revve voice into the inbound contact center. VIB approved the budget in 2026 for a 7-bot inbound expansion, which covers a master routing bot plus card service and upgrade bots, on top of this contract.
