KnowX Hub, an AI-powered knowledge management platform developed by Viettel Customer Service, has been honored with the Silver Winner award and the Best of Category title at the Globee Awards for Technology 2026 in the Best AI-Powered Search & Semantic Discovery Solution category.
For Viettel Customer Service, this recognition acknowledges the team's ongoing efforts to research, develop, and refine a platform built around real-world knowledge management challenges. Every capability of KnowX Hub is designed with the goal of helping organizations access information more efficiently, unlock the value of enterprise knowledge, and enable employees to work with greater accuracy and confidence.
Addressing the Need for More Effective Knowledge Management
In many organizations, knowledge is scattered across multiple sources, including internal documents, operational procedures, enterprise systems, and employees' experience. As information continues to grow, finding the right knowledge at the right time becomes increasingly challenging, particularly for large organizations.
KnowX Hub was developed to address this challenge by providing a centralized knowledge management platform that connects and organizes enterprise knowledge within a single system.
Unlike traditional keyword-based search, KnowX Hub leverages Semantic Search, allowing users to search in natural language and receive context-aware results. This enables employees to locate relevant information more quickly, reduce search time, and improve overall productivity.
AI Supporting Learning and Daily Operations
KnowX Hub is more than a document repository. It is an integrated knowledge management platform that combines knowledge governance, employee training, competency assessment, and real-time AI assistance throughout the workflow.
The platform follows a Learn → Test → Apply → Improve framework, ensuring that knowledge is not only stored but continuously learned, applied, and refined through daily operations.
From a technology perspective, KnowX Hub incorporates a Retrieval-Augmented Generation (RAG) architecture together with Semantic Search and a Vector Database to improve the quality of information retrieval. Its AI assistant, AI Mate, helps users summarize documents, answer context-aware questions, and provide relevant information in real time.
Today, the platform handles approximately 6,400 user interactions per day, achieving an accuracy rate of around 88%, while continuously improving its search quality by learning from user behavior.
Developed and Validated Through Real-world Operations
One of KnowX Hub's distinguishing strengths is that it has been developed based on Viettel Customer Service's own operational needs before being introduced to enterprise customers.
The platform is currently deployed within Viettel Customer Service's large-scale contact center operations as well as for international customers. Continuous use in production environments enables the development team to observe real operational needs, gather user feedback, and continuously optimize the platform.
According to deployment results, KnowX Hub has increased search accuracy to over 90%, reduced agents' average call handling waiting time by 24–40%, and improved workforce productivity by 7.1%. The platform currently serves more than 5,000 users, with a high active usage rate, while 86% of users have provided positive feedback on its search capabilities.
Beyond Vietnam, KnowX Hub has also been deployed in Laos, Cambodia, Timor-Leste, Myanmar, Peru, and Tanzania, demonstrating its ability to support multilingual environments and help organizations standardize enterprise knowledge across international operations.
Continuing to Advance AI-powered Knowledge Management
Being recognized at the Globee Awards for Technology 2026 marks an encouraging milestone for the KnowX Hub development team. Beyond recognizing technological innovation, the award also reflects the growing role of AI-powered knowledge management in helping organizations transform enterprise knowledge into a strategic operational asset.
Looking ahead, Viettel Customer Service will continue enhancing KnowX Hub by expanding its AI capabilities and strengthening its knowledge search and analytics functions. The platform will continue evolving to help organizations access information more efficiently, improve learning outcomes, optimize operations, and unlock greater value from enterprise knowledge.
