Motion graphic Viettel Sale AI Assistant 2020 | HDMotion

Motion Graphic Viettel Sale AI Assistant 2020 | HDMotion

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Viettel has a wide network of distribution channels which are covered all over the country with 63 branches. Therefore, it is very difficult to communicate, train, and support salespersons. The quantity of products and services is numerous, and the information is varied. With hundreds of products and thousands of promotions monthly, the provincial branches and distribution channels of Viettel also receive from 100 to 150 documents related to policy and sales instructions.

Communication methods include publishing documents through a document management system, and posting news on OTT groups or fan pages. In order to look up information about policies and products, salespersons need to gather information from many sources such as fan pages, groups, document management systems, Excel files, printed documents, call centers, and manager support.

Thus, these activities encounter several problems: there are many documents stored manually and sporadically, which can lead to mistakes and consume a lot of time for sales transactions. This is the reason why call traffic to the call center is increasing. On average, the cost for the following month increases by 5% compared to the previous month.

In order to solve these challenges and keep up with digital transformation, from mid-2019, Viettel has applied artificial intelligence to support staff in sales and customer care activities. This initiative is called Sales AI Assistant. The Sales AI Assistant is an artificial intelligence solution to assist salespersons to look up information, consult, and take care of customers anytime, anywhere with a friendly and easy-to-use interface on smartphones.

The system is designed with three main modules:

1. User Interface Layer
2. Bot Core
3. API Gateway

User Interface Layer supports three ways of interaction for users:

• Using suggestion menus
• Text inquiry
• Voice interaction

Using suggestion menus is designed based on the script answers of call center agents for salespersons. Users can choose menus on the touchscreen to look up information and can register for promotions and products immediately, thus saving time.

Text inquiry provides a chat interface integrated with natural language processing technology to understand and answer questions from salespersons, creating a feeling of intimacy like two people talking directly to each other.

Voice interaction applies speech-to-text and text-to-speech technology to increase convenience for salespersons. Users can use their voice to interact with the Sales AI Assistant, which is useful in many scenarios.

Bot Core uses machine learning technology to recognize questions, incorporating dialog processing techniques based on the user's Q and A context, conversations on fan pages, group call logs to the call center, and business knowledge. This comprehensive approach ensures that Sales AI Assistant has been trained throughout the implementation process and has reached 98% accuracy. Training progress continues daily to improve accuracy and make the dialogue more friendly, resembling human interaction.

API Gateway is integrated with back-end business systems, including:

• Sales management system
• Product management system
• Billing system
• Commission system
• Customer care system
• Business operation center system

Up to now, Sales AI Assistant has been supporting all sales business. After more than one year of deployment, Sales AI Assistant has achieved remarkable results, including approximately 14 million interactions per month.

Now, the percentage of users via the Sales AI Assistant channel has reached 100%. The number of users on Sales AI Assistant reaches 66,000, equivalent to 100% of the total number of sales channel personnel. Sales AI Assistant helps optimize 75% of the cost and the number of support staff to answer, saving $ 450,000 a year, and $ 110,000 a year on the cost of printing dispatches, product policies, and training for sales staff. Sales AI Assistant also helps to shorten the time to look up information and consult sales by half, increasing sales productivity across all services by 40% to 120%.

Sales AI Assistant has shown Viettel’s pioneering in applying AI into business activities and can solve all difficulties in supporting salespersons. In the upcoming time, Sales AI Assistant will continually be improved to better assist salespersons.

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Keywords

• Viettel
• Sales AI Assistant
• Artificial Intelligence
• Distribution Channels
• Sales Training
• Customer Care
• Digital Transformation
• User Interface Layer
• Bot Core
• API Gateway
• Interaction Methods
• Natural Language Processing
• Machine Learning
• Cost Optimization
• Productivity Increase

FAQ

Q1. What is the Sales AI Assistant?

A1. Sales AI Assistant is an artificial intelligence solution developed by Viettel to assist salespersons in looking up information, consulting, and taking care of customers anytime and anywhere via a smartphone interface.

Q2. What challenges does the Sales AI Assistant address?

A2. It addresses the challenges of communicating, training, and supporting a large network of salespersons spread across 63 branches, managing a large volume of documentation, and optimizing the sales process.

Q3. How does Sales AI Assistant interact with users?

A3. It supports three modes of interaction: suggestion menus, text inquiry, and voice interaction, all facilitating user convenience and efficiency.

Q4. What technologies are integrated into Sales AI Assistant?

A4. The system incorporates technologies such as natural language processing, machine learning, speech-to-text, and text-to-speech.

Q5. What are some measurable outcomes of implementing Sales AI Assistant?

A5. Sales AI Assistant has led to remarkable outcomes including approximately 14 million interactions per month, 100% user adoption among sales personnel, 75% optimization of support costs, and significant increases in sales productivity.