A screenshot of Viettel Cyberbot (Photo: VNA)
Hanoi (VNA) – The Ministry of Information andCommunications (MIC) held a ceremony in Hanoi on September 25 to introduce a Vietnamesevirtual assistant platform which was developed by the Viettel Cyberspace Centerunder the Viettel Military Industry and Telecoms Group (Viettel).
Named ViettelCyberbot, the platform aims to help businesses automate their customer careprocess using Vietnamese language processing technology.
TheViettel Cyberbot adopts artificial intelligence technology in order to be ableto understand the messages customers want to convey and automatically improvethe system continuously from real situations.
The platform also helps businesses build an automatic switchboardsystem through interacting with customers by messages (Chatbot) or by voice(Callbot).
Thevirtual assistant has outstanding ability in language processing and can helpCallbot's voice reach a natural level, similar to 95 percent that of a real humanvoice.
The distinctive feature of Viettel Cyberbot is thecombination of speech processing technology with Vietnamese natural languageprocessing technology at the same time.
Specifically, in each conversation with users, the system cansimultaneously handle speech recognition, guess customers’ intent, processinformation and answer customers, creating a complete solution that is fullyapplicable and flexible according to real situations.
Viettel Cyberbot is expected to help firms optimise up to 40percent of their customer care resource while improving customers’ experienceand satisfaction.
The developeris seeking ways to improve Viettel Cyberbot into a comprehensive Vietnamesevirtual assistant platform to be deployed as an independent customer careswitchboard system without the need for an internal switchboard.
Deputy Directorof the MIC’s Computerisation Agency Nguyen Trong Duong said Viettel Cyberbot isone of the 16 technological platforms chosen by MIC to serve digitaltransformation process in Vietnam./.
