Customs improves the quality of business support with virtual assistant on Zalo OA application

(Chinhphu.vn) - Putting AI virtual assistant into operation on Zalo OA (Zalo Official Account) application is showing clear effectiveness at the Regional Customs Branch XVIII, helping to automate procedural consulting activities and improve the quality of business support.

Officials of the IT Department - Regional Customs Branch XVIII receive feedback from businesses via Zalo OA.

“Electronic consultant” answers procedures 24/7

Implementing Resolution 57-NQ/TW on breakthroughs in science and technology development, innovation and national digital transformation, the Regional Customs Branch XVIII has gradually modernized its business support methods.

The Zalo OA application system was researched and built by the Region XVIII Customs based on ChatGPT and GPT Assistant technology, integrated on the Zalo platform - the most widely used messaging application today. This is the product of the training process from the customs consulting database accumulated over many years, combined with the digital legal document system from ministries and branches. Thanks to that, Zalo OA is able to provide accurate answers, suitable for each business situation arising in reality.

With a design simulating an “electronic consultant”, users only need to access the Zalo OA page “Customs Department of Region XVIII”, send questions and receive immediate feedback. The system is operated on Microsoft Azure infrastructure, using Function App, Queue Storage and GPT Assistant Storage, helping to ensure safety, stability and continuous operation 24/7.

In addition to its role in answering questions about procedures, Zalo OA is also a channel to quickly disseminate new policies, legal documents and important announcements from the Customs to the business community. This is a significant upgrade compared to the traditional form of support that depends on human resources and administrative time.

Head of the Regional Customs Branch XVIII, Le Van Thung, said that before deploying Zalo OA using artificial intelligence, customs law and policy consultation and dissemination activities were mainly based on traditional channels such as email, phone, text or direct exchange. Requests related to import and export procedures, goods classification, tax rates or preferential policies... had to be received by civil servants, legal regulations researched, information looked up and responses drafted manually.

This traditional process consumes a lot of time and human resources, while the rapid increase in the number of enterprises and the increasingly diverse consulting needs make the processing pressure increasingly large. Many consulting contents are repetitive or similar, but still have to be redone from the beginning, leading to delays in response and certain impacts on the production and business progress of enterprises. In addition, manual processing makes it difficult for Customs agencies to exploit data to serve analysis, evaluation and innovation in propaganda, support and administrative reform.

Businesses only need to open Zalo, search for OA "Customs Sub-Department of Region XVIII" and send questions, instead of having to log in to complicated information portals or install additional specialized software.

A clear move towards digital customs and smart customs

The deployment of Zalo OA at the Regional Customs Branch XVIII has shown a clear boost in improving the quality of support. For the Customs agency, the system helps to significantly free up manual work in receiving and responding to requests, creating conditions for civil servants to focus more on specialized and complex tasks. Automation also ensures that all questions from businesses are received and responded to in full, without any omissions as in traditional support methods.

Zalo OA application quickly received positive reviews from the business community thanks to its ability to provide information quickly, accurately and completely from official sources. Procedures are shortened, costs are reduced, and businesses are more proactive in their production and import-export plans.

Notably, it is also extremely convenient for businesses to access the system: just open Zalo, search for OA "Customs Sub-Department of Region XVIII" and send questions, instead of having to log in to complicated information portals or install additional specialized software.

Being supported to look up information and customs procedures 24/7 has helped businesses access data faster, clearer and more conveniently than before. The process of receiving, answering and guiding procedures is also assessed as proactive and timely, contributing to creating favorable conditions for businesses in the province to promote import and export activities.

To date, the Zalo OA application has attracted more than 3,500 users, with about 150 questions processed every day - numbers that clearly show the level of trust and great demand from the business community. In general, the system not only improves service efficiency but also innovates the method of providing public services, promoting two-way interaction in a more modern, transparent and friendly direction. This is also the foundation for the unit to continue integrating more digital utilities in the future, serving increasingly better the state management of customs.

Putting Zalo OA into operation has opened up a new approach in supporting businesses, showing a clear shift of Region XVIII Customs on the journey towards digital customs and smart customs, in line with the general reform and modernization orientation of the whole industry.

Source: https://baochinhphu.vn/hai-quan-nang-cao-chat-luong-ho-tro-doanh-nghiep-bang-tro-ly-ao-tren-ung-dung-zalo-oa-102251202160200779.htm