Vietro Care and the ambition to digitize technical services with AI assistant

Mr. Nguyen Hong Phi (right cover) and his colleagues - Photo: CHAU SA

This technology platform was founded by Mr. Nguyen Hong Phi (33 years old, Da Nang city) and a group of programmers who studied and worked in Japan. The Vietro Care platform connects technical services at home, integrating artificial intelligence ( AI ) to support users.

From electronics supermarket employee to technology platform CEO

Nguyen Hong Phi's journey to technology started as a marketing staff of an electronics supermarket chain in the Central region.

In that environment, he had the opportunity to learn and accumulate knowledge from leading technology corporations, become more deeply involved with technology solutions and naturally formed a passion for this field.

During the COVID-19 outbreak, the market shifted to online channels. With electronic and refrigeration products requiring installation and maintenance, selling through e-commerce platforms encountered numerous difficulties.

Sales are down, the technical team is almost out of work. Not only small stores, even big brands are confused about after-sales warranty.

"I realized the core problem was after-sales service. Consumers needed a transparent, convenient solution. Technicians and freelancers needed a tool to support management and customer search. Brands needed partners capable of shouldering the entire after-sales chain. That's when I thought I had to change," Phi recalls.

From practical experience, he started to build a platform connecting customers and technicians, and researched AI applications to support users to self-diagnose and handle simple problems right at home. Vietro Care was born.

Mr. Nguyen Hong Phi - Photo: CHAU SA

Mr. Phi shared that he was lucky that the process of forming and developing the project had support and companionship from many people and organizations.

Vietro Care is designed as a "common home" for customers, technicians, small and medium-sized enterprises and manufacturers. The platform's outstanding difference is the integration of AI Assistant - a virtual technical assistant, built on ChatGPT technology and refined by a team of experienced experts.

This AI Bot can guide users through device health checks, point out common errors, suggest safe home fixes, or quickly connect them to the right technician. Users can save money, reduce wait times, and have transparent information about the process and quotes.

The company's problem and the startup's solution

According to Mr. Phi, manufacturers are currently having a headache with warranty services. Handling customer problems is very difficult. Most manufacturers cannot operate a separate chain of warranty and after-sales services across Vietnam, from urban to rural areas.

Vietro Care aims to provide a single centralized platform for manufacturers' after-sales services to connect directly and synchronously with users. All warranty, repair, and after-sales care processes are transparent on the system. End users are guaranteed a good experience, while businesses reduce the burden of managing the service chain.

"In the future, Vietro Care plans to integrate a chatbot that can listen and see to diagnose errors more accurately, and deploy a chain of technician training centers nationwide. We want to train a quality workforce, then use this human resource right on the platform, creating a closed loop between training - service - users," said Mr. Phi.

Vietro Care said that after the development is complete, it plans to maintain the AI chatbot for free for the community. "The first thing we want is to change user behavior from struggling to find a technician to trusting in using technology services. This is what motivates me and the team to make every effort to go all the way," Mr. Phi affirmed.

Vietro Care's solution - Photo: CHAU SA

Currently, Vietro Care has a huge customer base thanks to many years of electronics business, with about half a million customers, more than 200 level 2 agents nationwide and many collaborating technicians. This is the foundation for the project to expand rapidly in the near future.

According to the plan, Vietro Care will continue to improve its products and cooperate directly with major brands to become an extension of its after-sales service. Furthermore, the company wants to build a nationwide warranty network, making Vietro Care a "digitalization expert" in the Vietnamese electronics and electrical appliances industry.

Not stopping at commercial services, Vietro Care also plans to develop solutions for the community such as digital document libraries, free instructional videos , providing learning materials for vocational schools and training centers. The AI system provides 24/7 support for technical students nationwide. This is a step to help raise the standards of the technical industry and promote digital transformation in vocational training.

Vietro Care is one of 5 projects selected by Da Nang Business Incubator - DNES to support incubation at the FinC+ 2025 interactive incubation program - Photo: CHAU SA

Vietro Care is one of 5 projects selected by Da Nang Business Incubator - DNES to support incubation in the FinC+ 2025 interactive incubation program.

Ms. Trang Doan - Deputy Director in charge of incubation of Danang Business Incubator DNES - assessed the advantage of the project as a model of service transparency. Instead of calling a technician through acquaintances or searching on the internet of unknown origin, customers now know the price, repair process and have a full invoice.

The technical staff participating in the platform are contracted, tested for skills and bound by legal responsibilities. This not only ensures the quality of service but also creates a stable income, helping the traditional technical staff.

The platform also ensures that if the technician fails to meet customer requirements, the intermediary platform will quickly transfer the person, and the after-sales warranty care regime is good.

Source: https://tuoitre.vn/tuoi-tre-startup-award-vietro-care-va-tham-vong-so-hoa-dich-vu-ky-thuat-voi-tro-ly-ai-20250915010408882.htm