Challenge
FPT Telecom handled 2M+ customer inquiries monthly through a 500-agent call center. 65% of calls were repetitive (bill queries, service activation, troubleshooting) that could be automated. Agent burnout was high and CSAT scores were declining.
Solution
ICTI built a Vietnamese-language NLP platform with intent recognition, entity extraction, and integration to FPT billing and CRM systems. The AI handles 70% of inquiries end-to-end while seamlessly escalating complex cases to human agents with full context handoff.
- Vietnamese NLP with 95% intent recognition accuracy
- Omnichannel: chat, voice IVR, Zalo, Facebook
- Real-time agent assist for complex queries
- Automated billing dispute resolution workflow