These efforts not only enhance service quality but also demonstrate EVNNPC's strategic vision of building a digital enterprise in the power industry.

One of the key breakthroughs of the EVNNPC Customer Care Center is the deployment of the Chatbot and Voicebot automatic response system, the 8079 automatic call center, and self-service platforms such as the Customer Service Website and App.  

These outstanding results enable customers to proactively look up information and handle their requests without direct interaction with service staff.

According to Mr. Truong Anh Quang, Deputy Director of EVNNPC Customer Care Center, in the first three months of 2025, the Customer Care Center handled over two million requests, of which more than 1.5 million (accounting for 75.25%) were processed through automated channels. This proportion is a clear indication of the effective implementation of digital transformation.

EVNNPC Customer Care Center operator uses GDP support software to look up customer information

In addition, calls to the 19006769 call center are answered by operators at the EVNNPC Customer Care Center at a rate of over 97%, ensuring uninterrupted service for customers, especially during peak periods such as heatwaves and holidays.

In the coming time, under the direction of EVNNPC, the EVNNPC Customer Care Center will continue to strongly apply 4.0 technology products to Customer Care.

Specifically, the Center aims to develop an AI-powered Virtual Assistant that leverages artificial intelligence to recognize customer requests and deliver real-time responses via voice or text, available 24/7. This will enable a multi-channel converged, seamless communication experience, supported by a shared data repository for analysis and reporting purposes. The Center will expand the multi-channel, automated customer satisfaction evaluation systems, etc.

The EVNNPC Customer Care Center recommends that, during the use of electricity service, if customers forget their customer code or need assistance, they can contact the 24/7 hotline operators at the Customer Service Hotline "19006769" to receive timely support.

Translator: Hải Yến