At the Vietnam Innovation Day 2024 recently held in Hanoi, the Vietnam Posts and Telecommunications Group (VNPT) brought practical perspectives on a series of advanced technologies, notably applications from Generative AI.
Convergence of the latest technology
VNPT 's clear orientation is to develop and apply technology to solve the practical needs of people, businesses and society. Therefore, since 2019, stemming from the urgent need to standardize subscriber information, VNPT has begun to apply artificial intelligence (AI) to deploy technological solutions that can process quickly, synchronously and limit manual errors in information management. From here, VNPT eKYC was born and continuously optimized in the context of digital transactions being "green-lighted".
Visitors learn and experience VNPT GenAI at Vietnam Innovation Day 2024
After 5 years of implementation, VNPT eKYC has supported identification for more than 40 million users. The platform has become the first AI electronic identification and authentication system in Vietnam to surpass the milestone of 1 billion processing requests. The steps taken by VNPT eKYC have opened up the development of a comprehensive VNPT AI ecosystem, with more than 100 AI models to meet many industries and practical needs, including improving customer experience.
For VNPT, continuously improving customer experience is an essential task, requiring synchronization across multiple interaction channels. This is also in line with the trend when up to 81% of businesses are competing based on customer experience. To meet that need, VNPT has developed AI customer care consultants that operate 24/7 on platforms such as websites, applications, and call centers, helping customers receive support anytime, anywhere. Along with AI customer care consultants, VNPT also invested and deployed on the market an AI platform that analyzes call sentiments to improve service quality. Accordingly, 10 billion characters have been converted into voice, 30 million minutes of conversation have been converted into text, and 20 million calls have been evaluated for quality analysis.
However, as customer standards are getting higher, especially in terms of interaction quality and personalization, the application of technology is inevitable and generative artificial intelligence is the optimal solution. Based on a large language model (LLM) with billions of parameters and an optimized computing infrastructure, VNPT engineers have developed VNPT GenAI by inheriting and promoting the achievements of the previous VNPT AI ecosystem.
VNPT GenAI has brought about significant improvements to current products and services. Typically, VNPT GenAI not only helps shorten the AI assistant initialization time to just a few minutes, but also provides natural, focused answers and only responds when there is enough data, limiting errors and saving time for users. The results show that, compared to the platform, VNPT GenAI has helped increase the automation rate by 20% and improve customer satisfaction by 10%. Currently, VNPT's switchboard system has also been integrated with VNPT GenAI to help synthesize and summarize points that need improvement from conversations.
Innovation starts from practice
The VNPT AI ecosystem has been accompanying more than 100 businesses and organizations and handling more than 1.4 billion requests from users. With the strong potential of advanced and latest technologies such as VNPT GenAI, VNPT continues to innovate with a practical perspective, closely linked to the needs of users. During the development process, VNPT also faces strong competition from international rivals. This is not only a challenge but also an opportunity for VNPT to continuously improve and reach out to the global playing field. In 2023, VNPT achieved a high position on the rankings of the US National Institute of Standards and Technology (NIST) and received ISO30107-3 certification on anti-fake faces from iBeta. Last June, VNPT surpassed more than 400 teams from businesses and universities around the world to win first prize at the AI City Challenge - a world-leading competition on AI image processing in the field of transportation and smart cities.
International experts highly appreciate the development speed and technology quality when experiencing VNPT's AI technology.
As a large technology corporation, VNPT has accompanied many units in building databases. When there is data, the common need of organizations is to apply AI to analyze and support decision making. In 2023, VNPT successfully implemented many large-scale projects such as: analyzing 1 billion user behaviors on MyTV to improve user experience, supporting Vietnam Social Security in analyzing more than 20 billion health insurance records to detect fraud. These applications can be expanded to solve important social and economic problems, creating practical value and improving operational efficiency for organizations.
For VNPT, innovation starts from practice, from the question of what technology needs to do to solve the problems that customers are facing and from the specific needs of people, businesses and society.
THU QUYNH
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