Generative AI - Leverage to improve customer experience in contact center services

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