A new step forward in AI personnel.

New experiences for customers

Like characters straight out of science fiction movies, Viettel 's AI "personnel" are contributing to bringing digital transformation into the lives of Vietnamese people.

Over the past few months, customers visiting Viettel Telecom's customer service centers have become increasingly familiar with a new employee of the Viettel Group: the AI (artificial intelligence) virtual assistant, built on the artificial intelligence and big data platform that the Viettel Group has invested in developing.

Although not made of flesh and blood, the virtual assistant on the screen, with its genuine gestures and mannerisms, is making a good impression on customers in both communication and work processes.

AI staff at a Viettel Telecom store (Photo by Tú Linh).

Ms. Hoai Thuong ( Hanoi ) visited a Viettel store to standardize her subscriber information and expressed satisfaction with the service provided by the AI staff. Instead of waiting for assistance from staff as usual, Ms. Thuong and many other customers decided to experience the service with the AI consultant right on their phones.

"It wasn't until I finished my work and saw many people around me being guided by the same call center operator that I realized they were employees created through technology," Ms. Thuong shared about her experience with the "new employee" at Viettel Group.

Save time, reduce costs.

At Viettel's Customer Service Center, AI personnel are no longer unfamiliar. With a customer satisfaction rate of 91.5% in 2022, millions of calls and tens of millions of customer inquiries have been answered and advised by virtual staff - Callbots from Viettel's call center.

Following the successful implementation of a chatbot in the My Viettel application in 2019, since December 2021, Viettel has been a leading telecommunications company in Vietnam in deploying a call bot to support and care for customers at its call center, achieving a 90% accuracy rate in responses. The Customer Service Center (CSC) has optimized the use of 180 customer service personnel, saving Viettel Telecommunications Corporation approximately 21 billion VND per year.

Customers can receive support from Viettel's AI-powered personnel without having to visit a store (Photo: Tu Linh).

By the end of 2022, Human Digital technology was gradually perfecting, enabling AI personnel to reach a "breakthrough point." Virtual employees began to communicate in a human-like form on screen. Although it was a new trend, Viettel employees quickly caught up with the world in the Fourth Industrial Revolution.

In less than six months, Viettel's development team turned this "movie-like" idea into reality. In the second quarter of 2023, when global telecommunications giants like NTT Communications, Ericsson, T-Mobile, and Vodafone launched their virtual staff, Viettel was also ready to put its "AI call center girl" into practice and prove her role in standardizing subscriber information nationwide.

According to Viettel's statistics, the application of AI videobots has helped to process and review information verification requests more quickly and accurately, reducing the average application review time from 33 seconds to 23 seconds. This solution has helped Viettel significantly save on labor costs while avoiding errors and delays.

Customer benefits play a central role in digital transformation.

In addition to cutting-edge technologies, Viettel's AI-powered customer care solutions are all geared towards building the best possible customer experience. The ability to optimize to individual needs helps AI-powered call center agents better understand customers.

AI call center agents are capable of providing information to customers automatically, anytime, anywhere. Learning through questions allows them to flexibly handle difficult situations. Because they are not dependent on human physical or emotional states, AI call center agents ensure that customer service quality will continuously improve.

Customers no longer need to wait to speak to a call center agent, saving them time. Meanwhile, the usefulness of AI assistants also contributes to building customer trust, providing businesses with crucial support to accelerate their digital transformation.

The success of Viettel's AI call center agents in particular, and AI-powered virtual assistants in general, will also contribute to accelerating digital transformation in other organizations and businesses. This is key to enabling more and more Vietnamese people to benefit from the digital transformation process that the Government is striving to promote.

Meanwhile, the replacement of repetitive, labor-intensive jobs by AI assistants also presents an opportunity to improve the skills and qualifications of workers. Instead of doing "boring" jobs, they learn new skills, thereby developing themselves, increasing their family income, and contributing more significantly to the development of businesses and the country.

Returning to the story of AI call center agents, alongside the most modern technological platforms, Viettel Group's digital culture is a major contributing factor to the overall digital transformation and the development of artificial intelligence. Instead of fearing mistakes, choosing "controlled mistakes" has encouraged Viettel employees to boldly experiment with digital applications, a crucial prerequisite for the emergence of applications like AI call center agents.

Continuing its commitment to digitalization, the Government has designated 2023 as the National Digital Data Year, recognizing data as a valuable resource. This year's National Digital Transformation Day on October 10th has the theme: "Creating and exploiting digital data to generate value."

Based on that understanding, government agencies and businesses are also striving to work together to promote digital transformation and bring applications into daily life. Vietnamese people have begun to reap the rewards of this journey. The AI assistant in Viettel Telecom stores not only tells the story of the Military Telecommunications and Industry Group's (Viettel) determination to bring Industry 4.0 technology into daily life, but also affirms that Vietnam is gradually catching up with the world in the latest technological trends.

(Source: Vietnamnet)

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