Definity, a leading insurance group in Canada, reduced an average of 3 minutes per call and significantly improved efficiency and customer satisfaction by applying Generative AI in its contact center.
Generative AI — with near-human natural language processing, contextual understanding, and real-time decision support — is reshaping customer service operations.
According to Deloitte, when implemented correctly, this trend delivers clear, measurable changes:
Process automation & acceleration
AI can summarize calls, classify requests in real time, and eliminate manual note-taking so agents can focus on customer interactions.
The Definity case study shows that AI support alone can substantially reduce workload for CS teams.
Real-time assistance
While agents interact with customers, AI can suggest responses, provide step-by-step guidance, and support decision-making instantly.
Smarter performance measurement
Automatic analysis of calls, emails, and chats enables continuous CX measurement — no longer relying solely on traditional NPS surveys.
At Viettel Customer Service, Generative AI plays a key role in digital CX solutions.
CXBot is one of our flagship products, acting as an intelligent virtual assistant that helps businesses:
Automate customer service workflows
Resolve inquiries quickly with 24/7 intelligent responses across all channels
Reduce agent workload and shorten handling time
Enhance customer experience on digital platforms
