In April 2024, NVIDIA made an important visit to Vietnam and signed a cooperation agreement with FPT Corporation, marking a major step forward in the development of Artificial Intelligence (AI) and cloud computing globally. The cooperation focuses on building an AI Factory to serve AI research and development in the region, while improving the capacity to deploy AI and Cloud services worldwide.

After half a year, FPT Smart Cloud became one of 52 outstanding success stories in various countries, promoted by NVIDIA on a global scale.

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NVIDIA's leadership during a visit to FPT Smart Cloud office in April 2024. Photo: FPT Smart Cloud

Transforming the operation of smart switchboards

In the rapidly evolving digital age, virtual assistants are being integrated into call centers to assist customers with simple to complex tasks. Customers expect virtual assistants to speak naturally and intuitively like humans.

According to NVIDIA, FPT Smart Cloud has made this possible by developing the FPT AI Engage virtual assistant for call centers. The virtual assistant is capable of interacting like a human, making outgoing calls, handling incoming calls, and routing calls with intelligent voice response (IVR). Deploying this solution on NVIDIA's advanced infrastructure has helped accelerate the speech synthesis model by 4 times, increasing the processing performance of the virtual assistant.

FPT AI Engage is built on four core technologies: large language models (LLM), natural language processing (NLP), automatic speech recognition (ASR), and text-to-speech (TTS). All of these require data and infrastructure resources to process extremely large computational models. With the ability to interact naturally and understand language with an accuracy rate of 92%, the tool can successfully solve simple queries and frequently asked questions, as well as complete more complex tasks such as telesales and payment reminders. This reduces the repetitive workload for employees and improves overall efficiency.

FPT Smart Cloud's AI capabilities have attracted many domestic banks and financial institutions, including Home Credit Vietnam. This organization cooperated with FPT Smart Cloud to deploy FPT AI Engage since 2019, when AI was still a relatively new concept. After the first year of operation, FPT's solution supported Home Credit to make more than 5 million calls per month. The system can be expanded to 12 million calls during peak hours, saving 50% of operating costs and achieving a 98% call success rate. Home Credit Vietnam's "virtual assistant" has an average customer satisfaction rate of 4.5/5.

To date, Home Credit Vietnam has brought more than 100 operations into the solution’s scope of processing, such as information requests, self-service to block or activate cards, automated customer surveys and debt collection. As a result, employees have more time to handle important customer issues.

"The processes we have established with FPT.AI allow us to create a great AI virtual assistant for the call center system, which is not only cost-effective but can also connect and support more customers than the traditional call center model," Mr. Pham Ngoc Khang - General Director of Home Credit Vietnam shared with NVIDIA.

Not only in Vietnam, FPT Smart Cloud has expanded its application on an international scale. Currently, the company has deployed a total of 5,120 virtual assistants, handling more than 200 million interactions per month and serving 16 million end users. With more than 100 businesses using it in 15 countries, FPT AI Engage helps increase average productivity by 50% and reduce operating costs by 67%.

Developing a Smart Workforce with AI

AI is assisting humans in performing simple, repetitive or 24/7 tasks. The workforce is moving to more complex tasks that require a range of skills and are forcing organizations to retrain employees to achieve a new work balance.

With the support of NVIDIA A100 and H100 graphics chips, FPT Smart Cloud develops FPT AI Mentor - an automated and personalized solution for employee training. FPT AI Mentor uses a large language model (LLM) built on the NVIDIA DGX H100 supercomputer and powered by NVIDIA NGC and PyTorch to create and customize a variety of learning content from the enterprise knowledge base.

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FPT Smart Cloud's AI solution is promoted on NVIDIA's official website Photo: NVIDIA

Long Chau, Vietnam’s leading pharmacy chain, owns more than 1,700 stores with 14,000 pharmacists. With nationwide operations and strict industry standards, Long Chau turned to FPT AI Mentor to build a strong and capable workforce. 100% of Long Chau pharmacists receive daily 5-minute tests, personalized to each person’s strengths and weaknesses in professional knowledge. The questions simulate real-life situations they may encounter at work, allowing for quick and effective practice and response. As a result, the quality of knowledge for employees is improved by 55%, while reducing training resources by 30% compared to the traditional model.

NVIDIA assessed that FPT Smart Cloud's solution has successfully transformed traditional learning methods, enhanced human resource development with customized learning experiences, thereby nurturing a flexible, future-ready workforce.

The partnership between NVIDIA and FPT Smart Cloud is not only a testament to the company's outstanding technological capabilities that have reached international standards, but also affirms its pioneering role in bringing real value to customers in many fields based on AI solutions developed by a team of Vietnamese engineers.

Bich Dao