The multi-channel switchboard will receive information and handle customer service through various methods on a unified technology platform, fully meeting today's popular forms of communication such as voice, text, message, video call.
In addition to traditional communication methods such as the 1900545454 hotline, email, SMS, website or mobile application, the multi-channel switchboard develops new different communication methods through social networking applications such as Zalo, Facebook, Viber, etc. In particular, the switchboard also applies artificial intelligence (AI) to set up a Chatbot automatic answering system on the website, a Callbot callback system. Customers can query information, send requests for electricity services anytime, anywhere, with many different options.
According to the plan, the multi-channel Customer Care Call Center will officially launch in early December 2021.
With the multi-channel switchboard, EVNHCMC will apply AI in customer care