Banking, Vietnam · Inbound chat, 5 channels · On-premise, VIB Azure tenant · Live since December 2025
AI Chat Agent for Customer Support Operations
One AI agent answering customers across five channels, on the bank’s own infrastructure.
- 79.5%
- of chat conversations resolved with no human agent
- 22 sec
- average AI reply. A person takes about 6 hours to answer first
- 4.0 / 5
- customer satisfaction across every conversation
The client
VIB is one of Vietnam’s largest joint stock commercial banks, and one of the most aggressive investors in digital banking in that market. Its Customer Service Centre handles every inbound message across 5 public channels.
The problem
VIB’s support team answered customer messages by hand across 5 separate channels. A legacy script-based chatbot sat in front of the queue, but it could not understand a question that did not match a script, so it passed almost everything to a person. Agents repeated the same answers all day and could not cover the hours that customers actually used. VIB had run the legacy vendor for 3 years and concluded that a rule-based bot could not keep up with its digital growth plan. The bank chose to replace it, not to extend it.
What Revve built
- Scope: One AI agent that answers product, account, and service questions across all 5 channels from a single knowledge base.
- Integrations: the full channel stack: website, the Max app, ViePro, Zalo OA, Facebook Messenger.
- Guardrails: The agent answers from VIB’s approved knowledge base only. It does not improvise policy or fees.
- Human handoff: The agent passes the conversation to a human agent inside the Revve console, with the full history attached. The agent replies in the same thread.
- Ownership: VIB’s own Customer Service Centre team builds and maintains the knowledge base. The bank controls what the AI says.
How we deployed
Installed in VIB’s own Azure tenant, so no customer conversation leaves the bank’s environment. All 5 channels went live in Phase 1.
Results
| Metric | Value | Period |
|---|---|---|
| Conversations resolved with no human agent | 79.5% | Nov 2025 to Sep 2026 |
| Average AI reply time | 22 seconds | Same |
| First reply once a conversation reaches a person | about 6 hours | Same |
| Containment by channel | website 86%, Zalo OA 78%, Messenger 74% | Same |
| Containment across the six agents | 74% to 95%, busiest agent at 86% | Same |
| Messages to resolve a conversation | 8 on average | Same |
| Customer satisfaction across all conversations | 4.0 out of 5 | Same |
Speed is the difference customers feel. The AI answers in 22 seconds. When a conversation goes to a person, the first reply takes about 6 hours, and overnight it is worse: human first response peaks around midnight and again after 9pm, while the AI answers at the same speed at every hour of the day. Satisfaction across every conversation, AI-handled and human-handled alike, holds at 4.0 out of 5.
What is next
VIB extended the same agent to a TikTok chat channel in August 2026, and the Digital Banking team is now taking Revve into new use cases across the bank.
