As contact center labor costs continue to rise, customer interactions surge during peak hours, and the demand for 24/7 support keeps growing, adopting Artificial Intelligence (AI) has become a top priority for businesses seeking to optimize customer service operations.
Developed by Viettel Customer Service (VCX) based on more than 20 years of experience operating large-scale contact centers, CXBOT is an AI-powered Virtual Agent platform that automates customer interactions across both voice and messaging channels. Below are answers to the five most frequently asked questions about CXBOT.
1. Can CXBOT communicate as naturally as a human agent?
Yes. CXBOT is designed to deliver natural, smooth, and emotionally consistent conversations comparable to those of professional customer service representatives.
This human-like experience is powered by advanced speech AI technologies, including:
Natural Text-to-Speech (TTS): CXBOT generates highly natural voices that eliminate the robotic sound common in traditional voice bots. Businesses can choose between male or female voices, as well as Northern, Central, or Southern Vietnamese accents to match their brand identity.
Highly Accurate Speech-to-Text (STT): Optimized specifically for Vietnamese, CXBOT achieves speech recognition accuracy of over 92%, accurately recognizing different dialects and converting customer speech into text in real time.
Intelligent Dialogue Management: CXBOT understands conversational context, maintains long and complex conversations, handles follow-up questions naturally, and seamlessly transfers conversations to live agents together with the complete interaction history.
Consistent Professionalism: Every interaction is handled with courtesy, patience, and professionalism, ensuring a consistent customer experience regardless of time or workload.
2. Does CXBOT use the latest Generative AI technology?
Yes. CXBOT leverages next-generation Generative AI (GenAI) combined with Large Language Models (LLMs) developed and mastered by Viettel, while integrating technologies from leading global AI partners.
Its GenAI capabilities include:
Advanced Natural Language Understanding (NLU/NLP): CXBOT automatically identifies customer intent, entities, and conversation context—even when users employ synonyms, make spelling mistakes, or express the same request in different ways.
Automatic Learning from Documents and Websites: Unlike conventional AI chatbots, CXBOT can automatically read and understand uploaded documents or website links.
Businesses simply upload internal documents or provide website URLs, and CXBOT builds its knowledge base without requiring technical teams to manually configure conversation flows or train models.
AI-Powered Conversation Summaries: CXBOT automatically generates concise summaries of calls and chat sessions, helping customer service agents review conversations quickly and significantly improve operational efficiency.
3. What systems can CXBOT integrate with?
CXBOT is an independent AI platform designed to integrate seamlessly with virtually any contact center infrastructure or enterprise management system.
Because its AI engine is decoupled from hardware infrastructure, integration can be completed smoothly without disrupting existing operations.
Voice Integration (AI Callbot): CXBOT connects through industry-standard SIP/VoIP protocols with popular IP-PBX platforms such as Avaya, Cisco, Asterisk, as well as OmniX, VCX's Omnichannel Contact Center Platform.
It supports both inbound and outbound calls, including complaint handling, information lookup, order confirmation, appointment reminders, and customer satisfaction surveys.
Messaging Integration (AI Chatbot):
CXBOT operates across multiple messaging channels, including:
Zalo Official Account
Facebook Messenger
Telegram
Viber
Website Live Chat
Mobile Applications
Backend System Integration: Through open APIs, CXBOT integrates with CRM, MiniCRM, ERP, POS, and other enterprise systems to retrieve customer information, order status, and inventory data in real time.
Workflow Automation: CXBOT can automatically distribute sales leads, create support tickets, trigger remarketing campaigns, and automate personalized business workflows.
4. Can CXBOT answer questions based on enterprise knowledge without AI hallucinations?
Yes. CXBOT minimizes the risk of hallucinations through Retrieval-Augmented Generation (RAG) and a dedicated enterprise Knowledge Base.
Responses Based Only on Approved Knowledge: CXBOT retrieves information exclusively from the organization's approved knowledge base before generating answers. It does not fabricate information or rely on unverified external sources.
Complete Business Control: Business users can independently update products, policies, FAQs, and knowledge content through an intuitive administration interface without waiting for software releases or IT intervention.
Brand Safety and Governance: Role-based permissions, approval workflows, and comprehensive audit logs ensure that all customer-facing information remains accurate, consistent, and fully aligned with corporate standards.
5. How fast does CXBOT respond?
CXBOT delivers real-time processing while supporting enterprise-scale workloads.
Instant Responses: Speech recognition and AI response generation are completed within seconds, virtually eliminating customer waiting time.
Massive Scalability: Unlike human agents, CXBOT can instantly scale to process tens of thousands—even hundreds of thousands—of calls and conversations per hour.
Today, the CXBOT platform handles more than 2 million automated outbound calls every month.
24/7/365 Availability: CXBOT operates continuously throughout the year—including nights, weekends, and public holidays—helping businesses maintain uninterrupted customer service while minimizing missed calls and unanswered messages.
These are the 5 questions businesses most frequently ask when evaluating CXBOT. We hope the answers provide a clearer understanding of how VCX's AI Virtual Agent helps organizations automate customer service, improve operational efficiency, and deliver exceptional customer experiences across every interaction.
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).
Contact Viettel Customer Service today for solutions tailored to your business!
Contact Information:
Hotline: 1800 9397 / Email: dvkh@viettel.com.vn
Website Viettel Customer Service / Facebook Viettel Customer Service / Zalo Viettel Customer Service
Address: 23rd floor, Vinacomin Building, 3rd Duong Dinh Nghe Street, Yen Hoa Ward, Hanoi.
