Digital platform accelerates AI integration

Integrating AI tools into the system helps businesses reduce operating costs, optimize management processes and personalize product suggestions.

Recently, the B2B (business-to-business) e-commerce platform Amazon set a goal of turning Vietnam into a high-quality e-commerce export center in Southeast Asia by 2026. The platform also said it will increase the application of artificial intelligence (AI) to support Vietnamese businesses in exploiting data, forecasting demand and optimizing products.

Personalize the experience

Not only Amazon, other e-commerce platforms are also racing to integrate AI.

The Vietnamese-built B2B e-commerce platform Arobid has also integrated AI, allowing businesses on the platform to analyze supply and demand, forecast market trends, and personalize customer experiences. AI technology also supports automating customer care via chatbots, creating online stores, optimizing promotional content, improving sales efficiency, and producing promotional content.

"AI supports personalizing customer experiences, automatically suggesting suitable products based on behavior, needs and transaction history; and connecting suitable suppliers by industry, region and quality standards," said Mr. Nguyen Hai Trieu, Arobid's Operations Director.

AI integrated platform not only enhances user experience but also helps sellers improve business efficiency

Not only B2B platforms, B2C (enterprise - end consumer) e-commerce platforms are also accelerating AI integration. Lazada deploys AI Smart Listing to optimize product titles, descriptions and images; photo editing tools to reduce photography costs; chatbot Lisa automatically responds 24/7, saving an average of 11 working hours per week, while increasing product views by 180% and increasing conversion rates by about 20%. Shopee also tested the "Seller Channel" application from October 2025, allowing sellers to manage all business activities on a unified platform. This tool integrates AI Image and AICG Video , supporting the creation of intuitive and vivid product images and videos, helping to attract buyers and increase marketing effectiveness.

Social networks are not left out. TikTok deployed AI Chatbot Lead Genie to automatically respond to customers 24/7; Meta launched Meta AI and AI Studio, allowing creators to build AI characters to interact with followers; Zalo integrated virtual assistants, smart chatbots and "Digital Citizen Assistant" to support administrative procedure lookup.

Integrating AI has helped businesses reduce operating costs, optimize management processes, and personalize product suggestions. Thanks to that, businesses can better retain customers and improve business performance. Integrating AI also helps users search for information faster and more conveniently in comparing products and looking up promotions. However, practical experience shows that this technology still has limitations. When encountering complex issues such as returns, defective goods, or complaints, chatbots often respond generally, not going straight to the point, making users feel disrespected.

"When I reported damaged goods, the chatbot only gave a general response, which wasted my time. It wasn't until I posted a complaint on social media that the seller called to apologize," said Ms. Nguyen Thu Thuy (HCMC).

Need for monitoring mechanism

Mr. Nguyen Hai Trieu, Arobid Operations Director, commented that AI integration is becoming an inevitable trend of technology platforms in the context of increasing demand for personalization and automation. AI not only helps forecast market demand and suggest more suitable products, but also supports sellers in optimizing promotion timing, preparing warehouses and building effective business plans. Platforms with good AI integration will help sellers seize opportunities faster, optimize business strategies and improve customer experience.

From a technical and operational perspective, Mr. Hoang Van Tam, founder and CEO of DigiTech Solutions Co., Ltd., believes that AI is changing the way users search and shop online. While consumers previously had to search for products using keywords, AI can now analyze behavior, images, or underlying needs to make more accurate suggestions. However, Mr. Tam also warned that AI needs to be used in a controlled manner. "AI is only truly effective when the input data is accurate. If the information is incorrect, AI will make wrong suggestions, while operators will find it difficult to recognize, leading to the risk of abuse, creating spam content or inappropriate images. Businesses need to have a mechanism to closely monitor, evaluate, and censor AI results," Mr. Tam analyzed.

According to experts, AI brings many benefits, but it is only truly effective when fed with complete and standardized data. The more accurate the data, the more appropriate AI suggestions can be made, helping businesses optimize operating costs, improve sales efficiency, forecast trends and personalize customer experiences. As a result, users are served faster, receive product recommendations that match their needs, easily compare, look up promotional information or instructions for use without having to spend time searching manually.

In addition, businesses should pay attention to controlling AI-generated content to avoid misleading information or inappropriate images; maintain the combination of AI and humans in complex situations such as complaints, returns or troubleshooting, to ensure customers do not feel abandoned. Investment in AI must also be based on a long-term strategy, to ensure that the technology brings real value, enhances user experience and maintains a sustainable competitive advantage.

Expanding access to technology

Ms. Lisa Koh, Policy Program Manager at Meta, commented that AI is playing an important role in the digital transformation process in Vietnam. In particular, open-source AI expands access to technology, creating incentives for small and medium-sized enterprises to deploy cost-effective AI solutions that are suitable in the local context, helping users benefit from this technology.

Source: https://nld.com.vn/nen-tang-so-tang-toc-tich-hop-ai-196251115194914889.htm