With improved “ยินดี–Yindee” AI assistant in ttb touch application that better understands human language and provides faster and more accurate responses to customer inquiries
TMBThanachart Bank (ttb) continues its digital transformation journey by introducing a new version of its mobile assistant, “Yindee.” ttb integrates Microsoft Azure OpenAI Service to enhance its mobile banking customer service with Generative AI to provide faster and more accurate responses to customer inquiries 24/7. This innovative approach reinforces ttb’s commitment to a digital-first experience, recognizing the growing customer preference for online banking services. Yindee has facilitated over 1 million customer interactions in the past year.
Mr. Naris Aruksakunwong, Chief Strategy and Digital Group and acting Head of ttb Spark, stated, “ttb is dedicated to providing a seamless and intuitive Digital-First Experience to our customers. We recognize the evolving needs and behaviors of our customers as they increasingly use online channels to contact our personnel and seek online consultation. We are committed to leveraging technology by transforming ttb touch into humanized digital banking that can understand each individual customer. Through our “Yindee” Virtual Assistant application, we enhance customer interactions and provide 24/7 support through the ttb touch app, connecting customers with information and assistance when they need it. Over the past year, Yindee has recorded over 1 million user interactions, averaging 40,000-50,000 users per month. Most recently, at the end of November 2024, Yindee was integrated with Generative AI capabilities from Azure OpenAI Service. We are further enhancing Yindee’s ability to understand and respond to customer inquiries in natural language, both in Thai and English, to improve our customer experience and staff productivity.”
“Yindee has already demonstrated its value by reducing contact center inquiries by approximately 10% and achieving a customer satisfaction rating of over 80%. With this new enhancement from Generative AI technology, customers can now interact with AI through chat messaging in the ttb touch app, accessible via the menu. The system can understand messages with typos and process multiple inquiries in a single message. We anticipate these improvements will further enhance customer experience and operational efficiency. Initially, the enhanced Yindee will focus on addressing credit card-related inquiries, with plans to expand to other product and service areas in early 2025. ttb selected Azure OpenAI Service due to Microsoft’s strong commitment to data privacy, ensuring that customer information is protected and not shared with other AI models.” Mr. Naris added.
Mr. Chaolvalit Rattanakornkrisri, Deputy Managing Director, Enterprise Solution at Microsoft (Thailand), commented, “Azure OpenAI Service enables Yindee to engage in more natural and nuanced conversations with customers, understanding their needs and providing relevant information similar to interactions with real human agents. The emphasis on data privacy within Azure OpenAI Service is crucial, as it enables Yindee to respond intelligently in a way that closely resembles real human conversation. This transformation will help enhance the banking industry in Thailand.”
Guided by its ‘Make REAL Change’ philosophy, ttb continues to invest in digital transformation to create a more humanized digital banking experience. The enhanced Yindee assistant is now available on the ttb touch app.
* * * * * *
#MakeYourFinancialLifeBetterTodayAndTomorrow
#ChangeForBetterLife #ttb #MakeREALChange
