With many practical benefits, MiPo Virtual Assistant will be a powerful tool to help improve work efficiency and customer service quality for Vietnam Post employees across the network.
On November 15, 2024, Vietnam Post Corporation (Vietnam Post) officially launched MiPo Virtual Assistant to support Post Office employees, especially transaction officers, post office staff, sales staff, Post Office - Cultural staff, etc. in professional activities and in the process of transactions and customer service.
MiPo was born from the orientation of applying virtual assistants to professional activities of the Ministry of Information and Communications as well as the need for virtual assistants to act as a knowledge system of enterprises, with high accumulation, inheritance, and selection and providing users with accurate, timely, and complete information sources.
Mr. Nguyen Truong Giang, Head of the Board of Members of the Corporation, shared about the implementation purpose and development orientation of MiPo Virtual Assistant.
This is the first artificial intelligence (AI) technology application system owned, built and developed by Vietnam Post. The goal is to support Postal staff in the process of serving customers, solving daily tasks and optimizing work productivity.
Rapid response improves customer experience and employee performance
MiPo works like a chatbot, employees just need to access MiPo's website, choose a topic or ask a question related to the service areas. The system will provide information immediately, accurately in less than 5 seconds/question.
With just a simple operation, tellers and employees at post offices can look up all the necessary information to serve, answer and advise customers without having to spend time searching and reading many documents and regulations as in the traditional way before. From there, quickly resolve customer requests, shorten customer waiting and transaction time, increase customer satisfaction with the service and service of Vietnam Post. At the same time, help employees handle work more effectively, reduce errors in the transaction process. Work efficiency is also significantly increased.
MiPo's feedback content covers most of Vietnam Post's operational areas from products, services, policies, mechanisms, commission fees, implementation processes, business regulations, etc. Depending on the content of the question, MiPo will respond in appropriate forms such as quotes from documents, regulations, instructions; forms; videos, images, etc.
Mr. Nguyen The Nam, representative of the Corporation's Innovation Center, introduced MiPo.
MiPo's data is continuously updated and based on official documents, materials and regulations of Vietnam Post, ensuring that the feedback source is always new, accurate, complete and reliable.
MiPo not only provides answers but also has interactive features such as like (satisfied) and dislike (unsatisfied) for users to evaluate the usefulness of the answer. When the answer does not solve the question, users can use the "Suggestion" feature to add information or suggest improvements. Through the ability to self-learn from the data in the questions and interaction with users during use, MiPo will be increasingly perfect, suitable and better meet actual needs.
Promote employees' self-learning, self-improvement and self-improvement
Instead of participating in many concentrated, direct training courses in the traditional way, Post Office employees can proactively learn, accumulate knowledge, and improve skills from MiPo's rich Knowledge Base.
With a variety of digitalized content, constantly updated information and the ability to respond quickly, even postal employees in remote areas with difficult travel conditions can easily self-study and improve their professional skills through MiPo. This helps postal employees to be more confident in consulting, sharing, answering customer questions and providing better customer care.
MiPo acts as a chatbot with fast response speed, providing complete, accurate and updated information.
The application of MiPo on the one hand helps reduce training costs, optimize time, increase flexibility for employees when they do not have to arrange work to attend training courses; on the other hand, it helps consolidate knowledge, enhance skills to improve professional capacity, and equalize the quality of labor of Vietnam Post. Thereby, professionalizing the process, improving service quality, bringing customers better experiences when using Vietnam Post's services.
According to Mr. Nguyen Truong Giang, Head of the Board of Members of Vietnam Post Corporation, MiPo Virtual Assistant is the first step on the journey to realize the plan to bring artificial intelligence into all aspects of production and business of Vietnam Post.
MiPo is developed following the AI trend in a narrow field and is a clear demonstration that Vietnam Post is increasingly proactive in grasping and applying advanced technologies to bring the best value and experience to employees, customers and people. In the first phase, MiPo will support basic content for tellers, post office staff, especially staff at the Post Office - Commune Culture. With MiPo, all employees can confidently advise, answer, support and provide even the most complex services according to customer requirements.
In the coming time, MiPo will continue to be improved to expand the implementation of customer support in looking up and searching for information about postal items; integrate into the switchboard system to deploy automatic calls. At the same time, participate in supporting the prediction of postal volume in transportation exploitation, calculating optimal collection/delivery routes and supporting Postmen in completing orders.
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