On December 27, 2019, Saigon Newport Corporation (SNP) officially launched the Chatbot system to promptly automatically and 24/7 answer customers on SNP’s Website and Facebook. The implement helps to reduce the time and human resources of the customer Center staff and improve the services quality of SNP..
Chatbot is an artificial intelligence application program to replace consultants in answering and supporting customers. The application can answer questions basing on the existing data and scripts. For questions that have not yet been in the database, Chatbot will guide customers to connect with customer service staff. During its operation, Chatbot also self-statistics and filters out the options that need to be adjusted according to customers’ evaluation so that the administrator can adjust to give more accurate and suitable answers.
Chatbot brings many benefits to customers such as the ability to be respond quickly, automatically and be available 24/7. Besides Chatbot helps SNP to save human resources and improve customer service efficiency.
The successful implementation of Chatbot system is one of SNP’s new steps on the path to integrate into the revolution of industry 4.0. Besides the important factor of human, technology is a key competitive advantage to improve service quality in general and SNP’s customer service in particular.