COLLINS (Collection Intelligence System) 

Traditional debt monitoring was inefficient due to gaps between customer support and borrowers' repayment ability.

AI Adoption:

SCB employs AI to analyze individual risk profiles, prioritize cases, and enhance daily debt management in three key areas: optimizing customer calls, assigning tasks to field agents, and presenting debt restructuring plans.

Market Conduct

SCBX sought to ensure 100% compliance with the Bank of Thailand (BOT) standards for market conduct and responsible lending in loan offers. Still, relying solely on human assessment would require hiring over 5,000 employees, leading to high costs and potential human error.

 AI Adoption:

AutoX now employs AI to evaluate loan offers by analyzing voice conversations between branch employees and customers to ensure alignment with BOT regulations.

In the fast-paced world of investing, access to real-time and accurate data is crucial for informed decision-making. However, the overwhelming volume of market data makes it challenging for investors to stay up to date. At InnovestX, 98% of over 1 million clients do not have personal investment advisors and rely on customer service for guidance. Every day, customer service agents (IC agents) handle a high volume of inquiries, yet their expertise varies across different asset classes. This often leads to delays and consistencies in delivering timely and tailored investment insights to clients.

AI Adoption:

InnovestX introduced an AI-powered ‘Co-pilot’ to assist IC agents by analyzing vast datasets from research libraries, market analyses, and investment advisory prepared by analysts. After summarizing massive and frequently updated data with speed and precision, the co-pilot delivers real-time insights to IC agents, who can then verify data sources before offering well-informed recommendations to clients.

CANDA Voicebot/Chatbot

Each month, the CardX Contact Center receives over 200,000 customer calls, a volume that significantly exceeds the current team capacity. This imbalance leads to long wait times and delays in addressing customer concerns.

 AI Adoption:

CardX developed ‘Canda’—an AI-powered smart chatbot/ voicebot designed to provide responses, answer inquiries, offer information, and handle basic customer requests 24/7 with speed and accuracy. This helps improve customer service accessibility, thus enhancing customer satisfaction.

 Remark: **At present, Canda is available for requests on Speedy Cash and Speedy Loan products.

Launched “TKX Chain Solutions,” an integrated blockchain solution aimed at helping corporate customers jumpstart their journey into the world of digital assets. In 2022, TokenX partnered with Independent Artist Management Co., Ltd. (iAM), the agent for BNK48 and girl idol groups, to develop a ready-to-use utility BNK Governance Token allowing fans to cast their votes via blockchain technology for the first time.

In addition, TokenX also developed “ColleX,” an NFT solution for corporate customers to create new experiences and build engagement in the digital world with their target groups through TKX Chain.

Provided micro finance service through the “MoneyThunder” app and nano finance credit through the “FINNIX" app, providing opportunities for additional income and financial knowledge.

Launched “PointX,” a new platform for reward point accumulation and redemption, where customers can use reward points like cash for purchases at any shops displaying the PointX logo. Points sharing is also possible.