The multi-channel switchboard will facilitate customers to actively choose communication channels with the Power industry; while support to reduce the load on the voice channel, thereby increasing customer satisfaction.
Mr. Nguyen Tan Hung - Director of EVNHCMC Customer Care Center introduced the utilities of the customer care multi-channel switchboard, on the afternoon of 1 December 2021.
Besides expanding communication channels via social networking applications such as Zalo, Facebook, Viber, etc. and communication via specialized application (App), the multi-channel switchboard also applies artificial intelligence (AI) to set up a chatbot automated answering system on the website, a callback system with a virtual operator (Callbot). The application of AI technology both helps the Power industry to immediately communicate with customer calls, while giving customers a modern technology experience, creating a new, comfortable and friendly feeling.
The multi-channel switchboard is also integrated with the customer relationship management (CRM) system, call quality management system with incoming voice recording and screen recording functions... Simultaneously, customers can query information, send electricity service requests at any time, anywhere, with many different options.
Mr. Bui Trung Kien - Deputy General Director of EVNHCMC said that up to now, the corporation has provided 100% of types of online electricity services at level 4, via Web, App, multi-channel switchboard. Currently, the online transaction rate of EVNHCMC has reached approximately 100%; in which 73.53% of total requests are received via the network environment.