At SCBX R&D, we are committed to building in-house technology that understands the unique linguistic and regulatory landscape of Thailand. By developing our own AI solutions, we ensure that the SCBX Group remains at the forefront of innovation, moving beyond global dependencies to create tools specifically designed for our business needs. This system for monitoring service performance is a prime example of our goal to create “Thai Innovation for Thais”.
The Technology: Precision Built for Thai Speech
The core of this invention is a system that can accurately listen to, transcribe, and understand Thai conversations with a level of precision that generic global models cannot match.
- Custom ASR (Speech-to-Text): We use an Advanced Speech Recognition (ASR) model specifically fine-tuned with at least 300 hours of Thai dialogue to handle local accents and noisy environments.
- LLM Intelligence: A Large Language Model (LLM) acts as the “brain,” analyzing the transcribed text to evaluate if the conversation meets specific quality and legal standards.
- High Accuracy: In comparative testing against global models, our in-house system demonstrated superior performance, achieving up to 93.6% accuracy in specific linguistic benchmarks.
Use Case: AutoX Market Conduct Detection
Ensuring fairness in financial services is a top priority for AutoX. Our AI system automates the oversight of “Market Conduct” as required by the Bank of Thailand (BOT).
- Automated Compliance: The system automatically checks if agents are following all mandatory steps when offering loans or insurance.
- Fair Service Verification: It detects if the agent provided clear information, disclosed all risks, and avoided any coercive sales tactics.
- Comprehensive Coverage: Unlike manual human audits that can only check a small percentage of calls, this AI can monitor 100% of interactions, significantly reducing regulatory risk.
Use Case: CardX Quality Control in Debt Collection
For CardX, the priority is building long-term trust through a debt collection process rooted in respect and transparency. The system acts as a digital supervisor to ensure every interaction honors the dignity of the customer and follows the highest professional standards.
- Behavioral Monitoring: The LLM identifies whether a collector’s tone and content remain professional and aligned with company policy and legal requirements.
- Real-Time Feedback: The system can provide immediate feedback to agents or alert supervisors if a conversation skips essential required disclosures or helpful explanations.
- Performance Tracking: Management receives automated reports and scores, allowing for data-driven coaching to improve overall service quality and customer empathy.
Our Vision: In-House Innovation by SCBX
This project represents a major step toward SCBX Group’s vision of becoming an AI-first organization. By building these capabilities in-house, we own the intellectual property and can tailor the AI to be faster, more cost-effective, and more accurate for the Thai market. We aren’t just using AI; we are building it to set a new standard for the Thai financial industry.
Patent Registration Number: 2501003154
