VCX Introduces a New Approach to Customer Experience with Its Human + AI Ecosystem

On 20 April, the annual DCCI Summit 2026, themed "Sustainable Infrastructure for Global Digital Growth," took place in Hanoi. Among nearly 30 leading technology exhibitors, Viettel Customer Service (VCX) stood out by presenting a fresh approach to Customer Experience (CX) management. Rather than focusing solely on automation, VCX showcased a comprehensive Human + AI ecosystem that combines artificial intelligence with human expertise to help businesses improve operational efficiency and deliver more meaningful customer experiences.

Balancing Technology with Human Empathy

Speaking during the AI discussion session, Doan Thanh Tam, Chief Technology Officer of Viettel Customer Service (VCX), emphasized the importance of redesigning customer experience in the age of AI.

"AI delivers speed and scalability, while people provide the context, judgment, and empathy that give every interaction its true value."

This philosophy underpins VCX's Human + AI ecosystem, where AI handles structured, data-intensive tasks, allowing human agents to focus on interactions that require critical thinking, empathy, and personalized service.

At the exhibition booth, VCX demonstrated several flagship solutions through real-world customer service scenarios:

• OmniX – A unified omnichannel contact center platform that enables businesses to manage all customer interactions from a single interface, ensuring seamless service across every channel.

• KnowX Hub – An AI-powered knowledge management platform that provides employees with instant access to accurate information, improving productivity and issue resolution.

• Agent Mate – An AI assistant that supports customer service representatives with real-time response suggestions and contextual recommendations to enhance service quality.

A Comprehensive Human + AI Ecosystem for Customer Experience

Beyond customer-facing solutions, VCX demonstrated how its Human + AI ecosystem supports every aspect of customer service operations:

• vCOC – An intelligent operations management platform that oversees customer service workflows, from task allocation to performance management.

• CXBot – A Generative AI-powered virtual customer service agent that provides automated support across both voice and chat channels, available 24/7.

• WorkforceX – An AI-driven workforce management solution that automates scheduling and forecasts staffing demand to maintain consistent service quality.

• InsightCI – A Big Data-powered omnichannel analytics platform that helps businesses better understand customer behavior and optimize satisfaction.

• AI-DMS – A centralized document digitization and management solution that enables secure storage and efficient access to enterprise data.

Turning Human + AI into Real Business Value

VCX attracted significant interest from organizations seeking practical approaches to customer experience transformation. Conversations at the exhibition revealed that businesses are looking beyond individual AI tools—they are searching for effective ways to integrate Human + AI capabilities into existing operations to build sustainable competitive advantages through better customer understanding.

Following DCCI Summit 2026, VCX received numerous requests for follow-up discussions and potential collaborations, highlighting the growing demand for its Human + AI ecosystem. By combining advanced technology with human expertise, VCX continues to demonstrate how AI can not only make customer interactions faster but also more contextual, personalized, and impactful.

Solutions such as OmniX, KnowX Hub, and Agent Mate exemplify VCX's vision of transforming AI into practical business value—helping organizations build stronger customer relationships and earn lasting customer trust.