EVNNPC enhances technology application and digital transformation in customer service

EVNNPC Customer Care Center operators use GDP support software to look up information to answer customers - Photo: VGP/Toan Thang

These efforts not only help improve service quality, but also demonstrate EVNNPC's strategic vision of building a "digital enterprise" in the electricity industry.

One of the important breakthroughs of EVNNPC Customer Care Center is the deployment of Chatbot and Voicebot automatic response system, 8079 automatic call center, and self-service platforms such as Customer Service Web/App.

These outstanding results enable customers to proactively look up and process requests without having to interact directly with a teller.

According to Mr. Truong Anh Quang, Deputy Director of EVNNPC Customer Care Center, in the first 3 months of 2025, the total number of requests received through the Center reached more than two million, of which more than 1.5 million requests (accounting for 75.25%) were processed through automatic channels - a rate that clearly shows the trend of effective digital transformation.

Along with that, calls to Hotline 19006769 received by EVNNPC Customer Care Center Operators reached a rate of over 97%, ensuring customers are served continuously, especially during peak times such as hot weather and holidays.

The achievements of EVNNPC Customer Care Center show that the application of science and technology not only helps optimize the service process but also contributes to improving customer experience and satisfaction. This makes the Center gradually become a Customer Care unit through digital space.

In the coming time, under the direction of EVNNPC, the Corporation's Customer Care Center will continue to strongly apply 4.0 technology products to Customer Care.

Specifically, developing AI Virtual Assistant, integrating artificial intelligence to identify customer requests, supporting 24/7 real-time voice or text feedback, multi-channel convergence, seamless communication channels, shared data warehouse for analysis and reporting. Expanding the multi-channel, automatic customer satisfaction assessment system...

EVNNPC Customer Care Center recommends that during the process of using electricity services, if you forget your customer code or need support, electricity customers can contact the Customer Care Hotline: 19006769, a team of 24/7 operators to receive timely support.

Toan Thang

Source: https://baochinhphu.vn/evnnpc-tang-cuong-ung-dung-cong-nghe-chuyen-doi-so-trong-cong-tac-dich-vu-khach-hang-102250522145852618.htm