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CXBot

Powered by Generative AI, CXBot acts as a virtual agent, automatically handling requests, answering questions, and supporting customers across multiple channels.

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CXBot

CXBot is an Intelligent Conversational AI platform that integrates AI Callbot and Chatbot, pioneering the automation of omnichannel customer care processes.

By leveraging advanced AI and Machine Learning technologies, CXBot is capable of understanding and handling customer requests instantly, 24/7. The solution not only helps businesses free up human agent resources and optimize operational costs, but also delivers seamless, personalized customer experiences—key to driving successful digital transformation.

#CXBot

VIRTUAL - AI AGENT
Automating customer service processes

for faster, efficient support.

AI Chatbot

Omnichannel automated communication solution, available 24/7 to support customers.

Intelligent responses across Zalo OA, Website, Apps, and Social channels
Text and voice support with contextual personalization
Secure user authentication and data protection

AI Callbot

A virtual call agent that automates customer interactions via voice calls

Handles two-way outbound and inbound calls
Automates surveys, payment reminders, and after-sales care
Flexible call flows with detailed reporting and analytics

Smart Interaction

CXBot understands context and responds automatically based on pre-trained knowledge and conversation flows, ensuring accurate and consistent customer interactions.

Flexible Conversation Design

Easily build and adjust conversational flows through an intuitive visual interface, enabling rapid deployment for customer service, sales, and surveys.

High-Performance Processing

Delivers stable operations with the capacity to handle tens of thousands of calls or messages per hour, ensuring fast response times and seamless experiences.

Personalized Voice Experience

Supports multiple voice options by gender and regional accents (North – Central – South), creating natural and localized customer interactions.

USE CASE

Telecommunications

Optimize Omnichannel Customer Experience with AI

Telecom operators must handle millions of requests each month via call centers, apps, websites, and social media. This creates significant pressure, slowing response times and leading to inconsistent customer experiences.

Solutions:

Viettel Customer Service implements CXBOT:

AI Chatbot on website/app (24/7): Check plans, guide SIM activation, troubleshoot network issues, and provide promotional information.
AI Callbot on call center: Assist with troubleshooting, data usage inquiries, bill checks, and service registration/cancellation.
AI Analysis: Analyze call and conversation data to detect complaint trends.
Seamless Escalation: Complex requests are routed from Callbot to the appropriate human agent.

Results: 40% reduction in customer response time, 25% increase in CSAT, and 20% reduction in operational costs.

Bank

Smarter Customer Service and Transaction Support for Banks with AI

CXBOT supports:

AI Chatbot: Assists customers in checking loan products, card application requirements, fees, and transaction guidance.
AI Callbot: Automatically calls and interacts with customers, providing payment amounts, due dates, payment methods, and status updates.
Seamless Escalation: Transfers calls to human agents for more complex requests.

Results: 95% on-time debt collection rate, 50% reduction in branch workload, Enhanced bank image as professional and technology-driven

E-commerce

Handle Peak Sale Periods with AI Chatbot & Callbot

During peak seasons, customer interactions can double, with inquiries about orders, returns, discount codes, and delivery status.

Solutions - CXBOT supports:

AI Chatbot on website/app/social media (24/7): Instantly handles order tracking, return guidance, and discount code verification.
AI Callbot: Notifies customers about deliveries, confirms orders, automatically calls when issues arise, and answers inquiries during the call, including shipping fees, delivery times, and addresses.
AI Analysis: Monitors real-time complaint volumes per shop.
Seamless Escalation: Transfers to human agents only for complex complaints or special requests.

Results: Processed over 1 million additional requests in a month, reduced complaints by 35%, maintained stable customer experience even during peak seasons

Logistics & Delivery

Automating Shipment Tracking & Notifications

Logistics companies handle hundreds of thousands of daily requests related to order tracking, delivery rescheduling, and failed deliveries.

CXBOT Solution:

AI Chatbot (24/7): Assists with order tracking, shipping fees, and current package location.
AI Callbot: Responds to customers during calls, confirming deliveries, notifying failed deliveries, rescheduling, and providing tracking numbers.
Automation: 80% of failed, in-transit, or pending delivery notifications are automated.
Seamless Escalation: Transfers to human agents for complaints or special support needs.

Results: 80% of basic requests handled automatically, SLA response time <30 seconds achieved >95%, Customer satisfaction increased by 20%

Insurance

Accelerate Policy Consultation with AI

Insurance companies receive a high volume of calls for policy consultation during premium periods and disease outbreaks.

CXBOT Solution:

AI Chatbot: Advises on policy benefits, contract terms, and claim preparation.
AI Callbot: Provides updates on claim status, guides on additional document submission, and sends premium payment reminders.
Seamless Escalation: Transfers to human agents for complex cases or additional verification.

Results: 35% reduction in claim processing time, CSAT above 92%, 15% increase in policy renewal rates

What our clients say

We have chosen to use Viettel Customer Service’s customer experience consulting and customer care services. We look forward to continuing our collaboration in the time ahead to implement more in-depth initiatives.

Vietnam National Children's Hospital

Viettel Customer Service consistently delivers fast response times. Going forward, both sides will continue to work closely and enhance coordination to maintain efficiency, especially during peak periods.

Tendoo

The Viettel Customer Service team exemplifies the standards of modern customer care through their professionalism and service quality. We highly value their dedication, proactive support, and unwavering focus on prioritizing customers’ interests.

Viettel Media

Frequently asked questions

Explore our solution easily with this list of frequently asked questions

CXBot is designed to communicate flexibly through both voice and text, adapting to the specific interaction channels used by your business. Whether deployed on hotlines, live chat platforms, mobile applications, or contact center systems, CXBot can automatically select the most suitable response mode. This ensures a seamless, convenient, and efficient experience for all users.

Absolutely. CXBot supports a wide range of customizable voice options, including male and female voices as well as regional accents from Northern, Central, and Southern Vietnam. In addition, the voice output can be fine-tuned for speed, tone, expressiveness, and communication style to match your brand identity and industry requirements. This helps create a more natural and engaging interaction with customers.

Yes, it can. CXBot is built with a high degree of customizability, allowing businesses to train the bot according to their unique internal workflows and specialized knowledge bases. CXBot can learn from:

Internal customer service scripts
Real customer inquiries collected from multiple channels
Call center data, enabling the bot to understand real-life scenarios and context
Specialized operational or technical documents, ensuring accurate and consistent responses

This advanced adaptability allows CXBot to become an intelligent virtual assistant that seamlessly aligns with your business model and operational standards.

Accompanying you to improve customer experience

Beyond being a pioneer in customer experience, we connect with our customers through innovative technology and heartfelt understanding

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