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Approach Industry 4.0
Mr. Le Van Tuong, Director of Center for Customer Services of Central Power Corporation (EVNCPC), said that in order to step by step approach and pace with Industrial Revolution 4.0, actively apply automation, improve the quality of customer services, in 2017, the Center researched and put into use Chatbot (version 1.0) in consulting, answering customer inquiries on the messenger application of facebook fanpage: EVNCPC Contact Center.
This is a simple form of artificial intelligence software. Chatbot operates independently, does not need a controller, automatically answers questions or handles the actual situation, based on pre-programmed scripts. For the question of the customer via facebook messenger, Chatbot shall “think” and respond it as accurately as possible. In particular, Chatbot can “self-learn” in the process of real interaction with customers, thereby increasing the “experience”, self-accumulating knowledge, increasingly better serving customers.
At the Center for Customer Services of Hanoi Power Corporation (EVNHANOI), Chatbot (version 1.0) has been put in use since 12/2017. Participating in chat experience on messenger of fanpage CSKH EVNHANOI, Ms. Vu Thanh Huyen (Linh Dam, Hoang Mai, Hanoi) is very impressed with this technology: “I just click on the item of power cost check and enter the customer code as requested by Chatbot. In just a few seconds, Chatbot immediately found the information needed and notified the power bill. Very fast, accurate and convenient! Not only looking up the power bill, can customers both “use” facebook and look up the notice on the date and time of suspending the power supply, or ask Chatbot to support a number of services such as: Register new power supply, change customer information, change capacity, move the meter, etc. All are served quickly and completely free of charge. However, customers need to remember the customer code correctly, as well as use correctly syntax for Chatbott’s effective identification and support.
Many benefits gained
In the context of deploying online transaction offices, 100% online power services from December 2017 by the Power sector, EVNHANOI and EVNCPC put Chatbot into customer service has effectively supported the business, customer services. Mr. Nguyen Xuan Thang, Head of EVNHANOI Business Department, said that Chatbot’s biggest advantage is that it can simultaneously respond to specific information, serve different needs of multiple customers at the same time, operate 24/7, immediately give advice and is not affected by emotion, external impact, etc., contributing to improve labour productivity, increase customer care efficiency.
Chatbot has relieved the working pressure on the consultants and modernized the way of interacting between the power sector and its customers. Customers also have free consulting channel, at the same time, do not spend time waiting for connection when need support. In the coming time, Chatbot of Power sector shall continue to be upgraded for taking care of power customers increasingly better. According to the plan, the Chatbot will be added with the ability to identify customers via address, phone number, etc., to assist customers in case of forgetting the customer code; at the same time remember the characteristics, serve customers better and better. In the near future, Chatbot may be added “speaking” function, can communicate with power customers through the Call Center.