10 AI Contact Center Implementation Lessons from Tripadvisor (Part 1)

AI-powered virtual contact centers are becoming a major trend, but to deploy them successfully, businesses must overcome real challenges — from data readiness and decision-making processes to outdated tools.

Here are 5 key lessons from Tripadvisor’s successful AI adoption journey — achieving a 70% self-service rate and boosting employee engagement:

1. Classify AI into two groups:

• Customer-facing AI: When implemented well, it can deliver responses even better than human agents.

• Agent-assist AI: Don’t stop at reply suggestions — support time-consuming tasks such as information lookup and content preparation.

2. Define clear pilot goals:
A successful project begins with understanding the real problem and treating AI as a tool that requires investment, refinement, and continuous improvement — not something you “set and forget.”

3. Look beyond flashy demos:
Demo environments can be impressive, but the real question is: Does the AI work with your actual data and operational workflow?

4. Choose your provider carefully:
Prioritize partners who understand your industry, can customize solutions to your needs, and are transparent about the technology they use.

5. Measure ROI smartly:
Start small with PoCs to identify strengths. Focus on metrics like AHT, query types, and the percentage of tasks AI can reliably automate.

Contact Viettel Customer Service for tailored consultation!

Viettel Customer Service is a subsidiary of the Viettel Group, operating in the technology and customer service sector. The company provides a comprehensive ecosystem including services (Contact Center Outsourcing, BPO, Upsale, Customer Experience, Loyalty, Document Processing and Digitization, Warranty & Repair Services) and technology solutions (OmniX, CXBot, KnowX Hub, AI-DMS, vCOC, InsightCI, WorkforceX). Driven by the mission of "Elevating customer experience with innovative technologies," Viettel Customer Service continuously innovates to deliver optimized solutions that help businesses enhance operational efficiency and drive customer satisfaction

Contact Viettel Customer Service today for Customer experience consulting tailored to your business!

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