In large-scale Customer Service (CSKH) centers, onboarding new call center agents is always one of the most complex operational challenges. The contact center industry requires agents to handle massive amounts of product information, constantly changing procedures, and real-time customer response demands.

When new agents are not fully equipped with knowledge and instant information lookup tools, businesses often face critical issues such as:

• Increased Average Handling Time (AHT)

• Higher consultation and operational error rates

• Declining Customer Experience (CX)

• Heavy pressure on Supervisors

• Rising employee turnover during the probation period

To address these challenges, KnowX Hub, developed by Viettel Customer Service (VCX), introduces a new approach: transforming traditional onboarding into an AI-powered knowledge management ecosystem.

1. Integrated LMS: Personalized Training and Online Assessment

Instead of organizing large in-person training sessions that consume significant resources, KnowX Hub’s Learning Management System (LMS) enables L&D teams to build a multimedia digital training library, including slides, images, and simulated call-handling videos.

Key benefits include:

• Flexible learning: New employees can study anytime, anywhere through personalized learning paths.

• Automated assessments: After each module, the system automatically guides learners to online tests generated from a pre-built question bank.

• Real-time monitoring: Trainers and Supervisors can easily track learning progress, study time, and assessment results to identify knowledge gaps before agents officially handle live calls.

2. Elastic Search Technology: Instant Information Lookup in Seconds

During live customer interactions, new agents often struggle to memorize every product policy and process. The Elastic Search technology integrated into KnowX Hub acts as a powerful real-time support tool.

Core capabilities:

• Accurate search: Instantly returns the correct process when users enter the exact service code or keyword.

• Fuzzy Search: Automatically detects user intent, corrects spelling mistakes, and suggests smart keywords even when agents type incorrectly or cannot fully remember the script.

Operational impact:

This feature helps new agents confidently manage customer calls, eliminates frustration caused by failed searches, and keeps Average Handling Time (AHT) within optimal thresholds.

3. AI Agent Mate: Reducing Supervisor Workload by Up to 80%

The intelligent AI Agent Mate functions as a virtual operational expert accompanying every call center agent.

How it works:

• Instead of reading lengthy and complex operational documents, agents simply ask questions naturally to the AI.

• AI Agent Mate scans the standardized internal knowledge base, summarizes critical information, and instantly suggests the most appropriate responses for customers.

• As a result, new employees can independently handle difficult situations without interrupting calls to seek support from Supervisors.

Business value:

• Reduces dependency on experienced staff

• Minimizes repetitive support requests to Supervisors

• Accelerates problem-solving capability

• Improves service consistency and accuracy

4. Internal Recognition Feature: Boosting Employee Engagement and Cultural Integration

Beyond operational support, KnowX Hub also integrates an employee recognition management feature directly on the platform homepage.

Agents with outstanding weekly or monthly performance, or exceptional call-handling achievements, can be publicly recognized within the organization.

This feature helps businesses:

• Build a positive competitive culture

• Increase motivation for new employees

• Strengthen employee engagement

• Help newcomers integrate into the company culture faster