New experiences for customers
Like a character from a science fiction movie, Viettel's AI "personnel" are contributing to bringing digital transformation into the lives of Vietnamese people.
Over the past few months, customers coming to Viettel Telecom's customer service centers have gradually become familiar with a new employee of Viettel Group: the AI (artificial intelligence) virtual assistant, built on the artificial intelligence and big data platform that Viettel Group has invested in developing.
Although not “flesh and blood”, the virtual assistant on the screen, with her “not fake” gestures and expressions, is making a good impression on customers both in communication and work handling.
AI staff at a Viettel Telecom store (Photo: Tu Linh).
Ms. Hoai Thuong (Hanoi) came to Viettel's store to standardize subscriber information and was satisfied with the care provided by AI staff. Instead of waiting for support from staff as usual, Ms. Thuong and many other customers decided to experience the service with AI consultants right on their own phones.
“It was only when I finished my work and saw many people around me being guided by the same operator that I realized that this was a human resource created by technology,” Ms. Thuong shared about her experience with the “new employee” of Viettel Group.
Save time, reduce costs
At Viettel's Customer Service Center, AI personnel are no longer strangers. With a customer satisfaction rate of 91.5% in 2022, millions of calls and tens of millions of customer inquiries have been answered and consulted by virtual personnel - Callbot from Viettel switchboard.
After successfully applying Chatbot to My Viettel application in 2019, from December 2021, Viettel is the leading network operator in Vietnam in putting Callbot into operation to support and take care of customers at the switchboard with 90% accuracy for answers. The Customer Service Center (TTDVKH) has optimized 180 answering staff, helping to save about 21 billion VND/year for Viettel Telecom Corporation.
Customers do not need to go to the store to still receive support from Viettel through AI personnel (Photo: Tu Linh).
By the end of 2022, Human Digital technology will gradually be perfected to help AI personnel reach the "explosion point". Virtual personnel will begin to communicate in the form of real people on the screen. Although it is a new trend, Viettel people quickly catch up with the world in the 4.0 industrial revolution.
In less than 6 months, Viettel's development team has turned this "movie-like" idea into reality. In the second quarter of 2023, when global telecommunications giants such as NTT Communications, Ericsson, T-Mobile, and Vodafone launch their virtual employees, Viettel is also ready to put the "AI switchboard" into practice and prove its role in standardizing subscriber information nationwide.
According to Viettel's statistics, the application of AI videobot personnel has helped information verification requests to be received and reviewed faster and more accurately, reducing the average file review time from 33 seconds to 23 seconds. This solution has helped Viettel save significantly on labor costs, while avoiding errors and delays.
Customer benefits play a central role in digital transformation
In addition to the most advanced technologies, Viettel's AI-based customer care solutions aim to create the best customer experience. The ability to optimize for each individual helps AI operators understand customers better.
AI agents are capable of providing information to customers automatically, anytime, anywhere. Learning through questions helps to flexibly solve difficult situations. Because they do not depend on human physical condition or emotions, AI agents ensure that the quality of customer service will be better and better.
Customers today will not need to wait to speak to a call center operator, thereby saving time. Meanwhile, the usefulness of AI assistants also contributes to building customer trust, providing businesses with important support to accelerate the digital transformation process.
The success of Viettel's AI call center in particular, and virtual assistants based on artificial intelligence in general, will also contribute to promoting digital transformation in other organizations and businesses. This is the key for more and more Vietnamese people to reap the benefits of the digital transformation process that the Government is striving to promote.
Meanwhile, AI assistants replacing repetitive, labor-intensive tasks also become an opportunity to help improve workers' skills and qualifications. Instead of doing "boring" jobs, they learn new skills, thereby developing themselves, increasing family income and contributing more to the development of businesses and the country.
Returning to the story of AI operators, in addition to the most modern technology platforms, Viettel Group's digital culture is a major contributor to digital transformation in general and the development of artificial intelligence in particular. Instead of being afraid of making mistakes, choosing "controlled mistakes" helps Viettel people boldly experiment with digital applications, an important premise for the birth of applications such as AI operators.
Continuing to promote the determination to digitize, the Government has chosen 2023 as the National Digital Data Year, with the view that data is a valuable resource. This year's National Digital Transformation Day on October 10 has the theme: "Creating and exploiting digital data to create value".
From that awareness, management agencies and businesses are also making efforts to join hands to promote digital transformation, bringing applications into life. Vietnamese people have begun to enjoy the "sweet fruits" of that journey. AI assistants in Viettel Telecom stores not only tell the story of the determination to bring 4.0 technology into life of the Military Industry - Telecommunications Group (Viettel) but also affirm that Vietnam is gradually catching up with the world in the latest technology trends.
(Source: Vietnamnet)
Source
Comment (0)