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The Ministry of Information and Communications (MIC) on September 25 introduced a Vietnamese virtual assistant platform as developed by the Army Telecommunication Industry Corporation (Viettel). |
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Named the Viettel Cyberbot, the platform aims to help businesses automate customer care processes on the basis of Vietnamese language processing technologies. The Viettel Cyberbot applies artificial intelligence technology (AI) in order to be able to understand the message customers want to convey and automatically improve the system continuously from real situations. The virtual assistant has outstanding ability in language processing and can help Callbot’s voice reach a natural level, similar to 95% that of a real human voice. The platform also helps businesses build an automatic switchboard system through interacting with customers by message (Chatbot) or by voice (Callbot). The distinctive feature of Viettel Cyberbot is the combination of speech processing technologies with Vietnamese natural language processing technology at the same time. Specifically, in each communication with users, the system can simultaneously handle speech recognition, guess customers’ intent, process information and answer customers, creating a complete solution that is fully applicable and flexible according to real situations. Viettel Cyberbot is expected to help businesses optimise up to 40% of their customer care resources while improving the customer’s experience and satisfaction. The developers are seeking ways to improve Viettel Cyberbot into a comprehensive Vietnamese virtual assistant platform to be deployed as an independent customer care switchboard system without the need for an internal switchboard. The launch of Viettel Cyberbot is part of a series of events to introduce “Make in Vietnam” digital platforms in realisation of the National Digital Transformation Programme by 2025, with a vision to 2030, as approved by the Prime Minister. Source: Nhan Dan Online |