Conversational AI · Multi-channel

FinOS eConnectOne knowledge base, every channel — answer in milliseconds, escalate when it matters.

Multi-channel conversational AI — chatbot and voicebot across Web, Facebook, Zalo, Telegram and IVR with knowledge management, sentiment analysis and seamless agent handoff.

Contact
AI COREeConnectAI LIVELive AgentHandoff ReadyFacebookZZaloTelegramWeb ChatIVR Voice
One bot · five channels
Web ChatJS widget
MessengerFB Page
Zalo OAOfficial Account
TelegramBot API
Voice / IVRSIP

See eConnect in action

Watch a banking conversation flow across web chat, Zalo and live agent handoff.

Key Features

A finance-tuned NLP engine with non-technical content management and proper agent handoff.

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01

Multi-Channel Deployment

  • Single knowledge base across Web, Messenger, Zalo OA, Telegram, IVR/Voice
  • Consistent experience across every channel
INTENT
02

NLP Engine (Finance-Optimized)

  • Pre-built intents: account inquiry, loan status, card services
  • Custom intent training for business workflows
03

Knowledge Management System

  • Web-based CMS for bot responses, FAQs and workflows
  • Non-technical staff can update content without code
04

Sentiment Analysis

  • Real-time detection of frustration or urgency
  • Auto-escalate to human agent when threshold is hit
05

Live Agent Handoff

  • Smooth bot → human transition with full conversation history
  • Agent desktop UI included
06

Analytics Dashboard

  • Conversation volume, resolution rate, CSAT, top intents
  • Identify unresolved topics for knowledge base improvement
Process · 6 steps

How It Works

Every customer message flows through the same pipeline, on any channel.

Start
Receive

Receive

Customer sends a message on any connected channel.

Message from channel

Understand

NLP engine identifies intent.

NLP detects intent
Respond

Answer

Bot retrieves answer from the knowledge base.

Answer from knowledge base

Sense

If unresolved, sentiment check triggers escalation.

Sentiment check to escalate
Handoff

Handoff

Hand off to a human agent with full context if needed.

Handoff with context

Analyze

All interactions logged for analytics.

Logged for analytics
Done

Use Cases

24/7 Customer Support

The Challenge

Vietnamese banking customers expect instant answers at any hour, yet contact-centre staffing costs make round-the-clock human coverage economically unviable. Unanswered queries on fragmented channels — app chat, web, Zalo — erode trust and drive customers toward competitors.

How eConnect Helps

eConnect deploys a single NLP-powered bot across all connected channels, resolving account inquiries, transaction questions and card-service requests in milliseconds without human intervention. When intent confidence falls short or sentiment signals frustration, the platform escalates seamlessly to a live agent with the full conversation context intact.

Business Impact
24/7Instant response on every connected channel
↓ 60%Reduction in routine contact-centre volume
< 2 sAverage bot response time across all channels

Frequently Asked Questions

Yes — the Knowledge Management CMS lets product/support teams update content without code.

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Ready to implement eConnect?

Talk to our team about your integration plan — we'll respond within 1 business day.

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