Faced with fierce competition from technology taxis, traditional car companies are now gradually finding new directions to rebalance the market picture.
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| AI switchboard becomes a new “weapon” for taxi companies to increase customer experience |
Replace traditional switchboard with AI
In addition to the "super apps" for booking cars that are already familiar to most Vietnamese people, the current taxi market offers more new options for passengers through the application of artificial intelligence and big data analysis in operations and business to increase customer experience.
Recently, Lado Taxi has shown its determination to improve customer service and "green" transportation in Vietnam by putting smart electric cars into operation first in Lam Dong, Binh Thuan and recently Binh Dinh. The goal is to fully electrify vehicles by 2025. In particular, this taxi company also integrates the Artificial Intelligence switchboard (AI Callbot) provided by SENBAC (a provider of switchboards, telecommunications numbers and brand name display calls) into customer care services. The solution allows the car company to automatically receive car booking calls, transfer them to a centralized system and place orders to dispatch cars to the desired address in a short time.
This is also the first AI switchboard capable of handling address problems in Vietnam, can understand multiple intentions in the same sentence and analyze customer emotions through conversations to enhance the experience, meet operations such as calling a car, customer care, booking appointments, consulting on costs... The product is researched and developed by SENBAC in collaboration with VinBigData - a leading unit in AI and Big Data applications in the market. Accordingly, VinBigData builds and ensures the quality of the core AI technology of the switchboard and integrates with the solution to build VOIP switchboard infrastructure, the number displays the brand/business name in SENBAC's 4.0 telecommunications transformation solution set.
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| VinBase Callbot solution developed by VinBigData helps businesses save manpower and reduce average call handling time |
Dr. Nguyen Kim Anh, Director of Virtual Assistant Technology, VinBigData said: “ There are many challenges when developing a smart switchboard application for taxi transport units such as: the ability to understand multiple intentions in the same sentence, the ability to handle calls stably in noisy environments, and at the same time understand the multi-regional languages of Vietnamese to direct calls to the corresponding business flow. VinBigData is currently the first and only unit to solve the address problem for transportation services. Owning a knowledge system of up to 5 million POIs (Points of Interest - locations of interest) also helps VinBigData's system support smarter positioning".
It is expected that in the near future, other transportation service companies will implement plans to apply the AI switchboard developed by VinBigData in their operations to bring superior experiences to customers.
40% reduction in average call handling time
In fact, many taxi transport businesses have difficulty handling calls to the switchboard due to overload, especially during peak periods such as rainy days, holidays, etc. Waiting time for calls is also prolonged, affecting the customer experience when booking a car. In addition, the existing technologies on the market have not completely solved the complex address problem in Vietnam such as: accurately identifying locations through customer conversations, finding niche addresses, etc.
Thanks to the application of the most advanced technology solutions today such as: Speech recognition, Speech synthesis, Opinion analysis, Adaptive noise reduction technology... along with a database of up to 30,000 hours of high-quality voice, continuously enriched, VinBigData's AI Callbot product for the transportation industry brings a useful solution to solve these outstanding difficulties.
“VinBase Callbot is capable of operating stably 24/7, receiving thousands of calls at the same time. This will help businesses save human resources and costs to the maximum, reduce average call handling time by 40%, and increase customer satisfaction , ” Dr. Kim Anh emphasized.
With a set of available script templates, VinBase Callbot is capable of supporting many business situations without human intervention such as booking a car, canceling a car, changing trip information... Not to mention, the solution also allows businesses to listen to detailed call history interactions between drivers and customers to improve service quality.
In recent years, technology has proven its influence on all industries and socio -economic sectors, including the transportation sector. This poses many challenges, requiring taxi companies to develop adjustment strategies and apply technology to improve business while increasing customer satisfaction. Along with the development of artificial intelligence technology, AI Callbot is considered to be a "powerful weapon" to help car companies make a breakthrough in the future.
VinBase Callbot - a product of VinBigdata - is an AI solution that supports automatic switchboard operations, helping businesses build and manage calls easily. With the ability to converse naturally like a professional switchboard operator, operating stably 24/7, the solution can handle many business situations at the same time, helping businesses optimize operations and increase customer experience. Learn more about VinBase Callbot at https://vinbase.ai/product-ai-call-center.
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