Generative AI (GenAI) is a field of Artificial Intelligence (AI) focused on generating new content from existing data. The current rise of GenAI is a key factor reshaping the technology landscape for businesses worldwide. In just the first half of 2024, the GenAI market in various sectors has shown profit growth exceeding expectations.

Facing this new wave of next-generation GenAI technology, customer experiences across digital applications and services are undergoing fundamental changes, delivering superior efficiency for service providers. Echoing this sentiment, Mr. Le Van Thanh, Solution Architect at Google, emphasized that GenAI enables businesses to enhance customer experience systems to a higher level of sophistication, such as proactive communication, multi-channel interaction, and real-time personalization in specific situations.

However, the challenge for many businesses remains how to choose GenAI solutions, how to apply them, or how to invest in infrastructure to achieve breakthroughs in customer experience.

Regarding the application of GenAI in business operations, Mr. Do Minh Hoang, Solution Engineer at Viettel AI, mentioned that businesses can use Large Language Models (LLMs) to develop virtual assistants and smart chatbots like Viettel Cyberbot. Unlike traditional AI models, Viettel AI has researched and developed Viettel Cyberbot using GenAI technology with the ability to generate data based on large language models with billions of parameters. Businesses can utilize Viettel Cyberbot for automated, round-the-clock customer conversations in natural language, addressing complex queries in an understandable, emotive, and contextually accurate manner.

Mr. Do Minh Hoang from Viettel AI discusses the Large Language Model (LLM).

Moreover, GenAI also proves to be a powerful tool for customer care, as seen in its near-perfect understanding of dialogues between advisors and customers within Viettel's virtual assistant products. Through these conversations, businesses can assess not only the quality of their staff but also understand customers' genuine desires and the effectiveness of their products/services, as discussed by Mr. Nguyen Duc Cuong, Deputy Director of Customer Service Center at Viettel Telecom during the conference.

Mr. Nguyen Duc Cuong from Viettel Telecom shares about the application of AI in Viettel's customer care operations.

With these outstanding benefits, artificial intelligence applications are also viewed as the key to verifying and identifying electronic customers, considered the future of the digital service industry. Mr. Le Dang Ngoc, Deputy Director of the AI Platform at Viettel AI, emphasized that the Viettel eKYC system supports creating highly personalized experiences for customers. With capabilities like facial recognition and optical character recognition, Viettel eKYC streamlines the service registration process, ensuring rapid, accurate, and highly secure remote operations. In Vietnam, Viettel AI is the first and only entity to have achieved the ISO 30107-3 international certification Level 2 for biometric face anti-spoofing, with a 0% False Acceptance Rate, meaning no fraudulent cases are overlooked.

Mr. Le Dang Ngoc from Viettel AI discusses electronic identification and its applications in the BFSI industry.

To further illustrate the practical application of GenAI, Mr. Nguyen Manh Duc, Solution Manager at Asus, discussed the technology infrastructure designed to support the training, deployment, and operation of AI models in enterprises.