{"id":11092,"date":"2022-01-06T02:43:57","date_gmt":"2022-01-06T02:43:57","guid":{"rendered":"https:\/\/www.thegioimaychu.vn\/blog\/?p=11092"},"modified":"2022-01-06T02:43:57","modified_gmt":"2022-01-06T02:43:57","slug":"ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang","status":"publish","type":"post","link":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/","title":{"rendered":"AI l\u00e0 nh\u00e2n t\u1ed1 &#8220;thay \u0111\u1ed5i cu\u1ed9c ch\u01a1i&#8221; trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng"},"content":{"rendered":"<style>.iblink{color:#975!important;}.iblink:hover{color:orange!important;}<\/style><p>C\u00e1c k\u1ef3 ngh\u1ec9 l\u1ec5 l\u00e0 th\u1eddi gian b\u1eadn r\u1ed9n c\u1ee7a c\u00e1c nh\u00e2n vi\u00ean tr\u1ef1c t\u1ed5ng \u0111\u00e0i. Tuy nhi\u00ean, c\u00e1c v\u1ea5n \u0111\u1ec1 g\u1eb7p ph\u1ea3i trong l\u0129nh v\u1ef1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) \u0111ang khi\u1ebfn c\u00e1c c\u00f4ng ty chuy\u1ec3n sang s\u1eed d\u1ee5ng h\u1ecdc m\u00e1y \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a ch\u00fang.<\/p>\n<p>M\u00f9a ngh\u1ec9 l\u1ec5 th\u00f4ng th\u01b0\u1eddng gi\u00fap mang \u0111\u1ebfn m\u1ed9t l\u01b0\u1ee3ng l\u1edbn \u0111\u01a1n \u0111\u1eb7t h\u00e0ng cho c\u00e1c doanh nghi\u1ec7p.\u00a0N\u00f3 c\u0169ng \u0111\u1ed3ng ngh\u0129a v\u1edbi th\u1eddi gian ch\u1edd \u0111\u1ee3i l\u00e2u h\u01a1n cho nh\u1eefng kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 \u0111\u1ebfn Call Center v\u00e0 ti\u1ebfp c\u1eadn \u0111\u1ebfn nh\u00e2n vi\u00ean b\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n<p>Tuy nhi\u00ean, n\u0103m nay v\u1edbi \u1ea3nh h\u01b0\u1edfng c\u1ee7a \u0111\u1ea1i d\u1ecbch khi\u1ebfn s\u1ed1 l\u01b0\u1ee3ng nh\u00e2n vi\u00ean tr\u1ef1c t\u1ed5ng \u0111\u00e0i ngh\u1ec9 vi\u1ec7c, r\u1eddi kh\u1ecfi c\u00e1c\u00a0Call Center, ngu\u1ed3n nh\u00e2n l\u1ef1c cho v\u1ecb tr\u00ed d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111ang khan hi\u1ebfm.<\/p>\n<p>Theo Shawna Wolverton, ph\u00f3 gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh s\u1ea3n ph\u1ea9m c\u1ee7a\u00a0nh\u00e0 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng Zendesk,\u00a0c\u00e1c t\u1ed5 ch\u1ee9c ng\u00e0y c\u00e0ng kh\u00f3 t\u00ecm \u0111\u01b0\u1ee3c nh\u00e2n vi\u00ean \u0111\u1ec3 l\u1ea5p \u0111\u1ea7y c\u00e1c b\u1ed9 ph\u1eadn d\u1ecbch v\u1ee5.\u00a0Nh\u00e0 cung c\u1ea5p n\u00e0y cung c\u1ea5p c\u00e1c s\u1ea3n ph\u1ea9m SaaS cho b\u1ed9 ph\u1eadn h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng v\u00e0 b\u1ed9 ph\u1eadn b\u00e1n h\u00e0ng.\u00a0Wolverton cho bi\u1ebft, ngay c\u1ea3 khi c\u00e1c c\u00f4ng ty tuy\u1ec3n nh\u00e2n vi\u00ean m\u1edbi, th\u00ec vi\u1ec7c tuy\u1ec3n d\u1ee5ng c\u0169ng y\u00eau c\u1ea7u kh\u00e2u \u0111\u00e0o t\u1ea1o t\u1ed1n k\u00e9m th\u1eddi gian.\u00a0Trong th\u1eddi gian ngh\u1ec9 l\u1ec5, c\u00e1c t\u1ed5 ch\u1ee9c c\u1ea7n nhanh ch\u00f3ng ph\u1ea3n h\u1ed3i cho kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh.<\/p>\n<p>Trong b\u00e0i ph\u1ecfng v\u1ea5n n\u00e0y, Wolverton chia s\u1ebb v\u1ec1 c\u00e1ch AI, t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0 h\u1ecdc m\u00e1y (ML) c\u00f3 th\u1ec3 \u0111\u00f3ng vai tr\u00f2 nh\u01b0 th\u1ebf n\u00e0o trong vi\u1ec7c tr\u1ee3 gi\u00fap c\u00e1c nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng khi h\u1ecd \u0111\u1ed1i ph\u00f3 v\u1edbi l\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u0111\u00f4ng \u0111\u00fac, kh\u00f4ng ch\u1ec9 trong c\u00e1c k\u1ef3 ngh\u1ec9 l\u1ec5 m\u00e0 c\u00f2n trong t\u01b0\u01a1ng lai.<\/p>\n<h6>C\u00e1c v\u1ea5n \u0111\u1ec1 m\u00e0 c\u00e1c nh\u00e2n vi\u00ean Call Center \u0111ang g\u1eb7p ph\u1ea3i trong th\u1ebf gi\u1edbi CX l\u00e0 g\u00ec?<\/h6>\n<p>Shawna Wolverton: \u0110\u00e3 l\u00e2u r\u1ed3i k\u1ec3 t\u1eeb nh\u1eefng ng\u00e0y m\u00e0 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y nh\u01b0 th\u1ec3 h\u1ecd c\u1ea7n ph\u1ea3i n\u00f3i chuy\u1ec7n \u0111i\u1ec7n tho\u1ea1i &#8220;v\u1edbi ai \u0111\u00f3&#8221; \u0111\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi.\u00a0C\u00f2n b\u00e2y gi\u1edd, h\u1ecd mu\u1ed1n nh\u1eadn \u0111\u01b0\u1ee3c c\u00e2u tr\u1ea3 l\u1eddi nhanh nh\u1ea5t c\u00f3 th\u1ec3.\u00a0H\u1ecd \u0111\u00e3 quen v\u1edbi Google \u0111\u1ec3 t\u00ecm c\u00e2u tr\u1ea3 l\u1eddi.\u00a0V\u00ec v\u1eady, th\u1ef1c s\u1ef1 ch\u00fang t\u00f4i \u0111ang t\u1ed1i \u01b0u h\u00f3a cho \u0111i\u1ec1u \u0111\u00f3 v\u00e0 ch\u00fang t\u00f4i th\u1ea5y ng\u01b0\u1eddi d\u00f9ng c\u1ee7a ch\u00fang t\u00f4i th\u1ef1c s\u1ef1 mu\u1ed1n t\u1ed1i \u01b0u h\u00f3a cho \u0111i\u1ec1u \u0111\u00f3.<\/p>\n<p>N\u00f3 d\u1eabn \u0111\u1ebfn m\u1ed9t s\u1ed1 th\u1ee9.\u00a0M\u1ed9t l\u00e0 v\u1ec1 t\u1ef1 \u0111\u1ed9ng h\u00f3a\u00a0v\u00e0 \u00fd t\u01b0\u1edfng mang l\u1ea1i nh\u1eefng tr\u1ea3i nghi\u1ec7m tr\u00f2 chuy\u1ec7n cho ph\u00e9p kh\u00e1ch h\u00e0ng nh\u1eadn \u0111\u01b0\u1ee3c nh\u1eefng c\u00e2u tr\u1ea3 l\u1eddi \u0111\u00f3 m\u1ed9t c\u00e1ch nhanh ch\u00f3ng.\u00a0Kh\u00f4ng h\u1eb3n l\u00e0 kh\u00f4ng c\u1ea7n ph\u1ea3i n\u00f3i chuy\u1ec7n v\u1edbi nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i, nh\u01b0ng n\u00f3 s\u1ebd gi\u1ea3i ph\u00f3ng c\u00e1c nh\u00e2n vi\u00ean n\u00e0y, nh\u1eefng ng\u01b0\u1eddi c\u00f3 th\u1ec3 \u0111\u00e3 ph\u1ea3i sa l\u1ea7y v\u00e0o c\u00e1c ki\u1ec3u: &#8220;\u0110\u01a1n \u0111\u1eb7t h\u00e0ng c\u1ee7a t\u00f4i \u1edf \u0111\u00e2u, khi n\u00e0o \u0111\u01b0\u1ee3c giao?\u00a0T\u00f4i c\u00f3 th\u1ec3 \u0111\u1eb7t l\u1ea1i m\u1eadt kh\u1ea9u c\u1ee7a m\u00ecnh kh\u00f4ng?\u00a0B\u1ea1n c\u00f3 th\u1ec3 gi\u00fap t\u00f4i thay \u0111\u1ed5i kho\u1ea3n \u0111\u1eb7t ch\u1ed7 kh\u00f4ng?&#8221;. C\u00f3 th\u1ec3 t\u1ef1 ph\u1ee5c v\u1ee5 m\u1ed9t s\u1ed1 thao t\u00e1c \u0111\u00f3.\u00a0Sau \u0111\u00f3, gi\u1ea3i ph\u00f3ng c\u00e1c nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u1ea1i cho nh\u1eefng cu\u1ed9c tr\u00f2 chuy\u1ec7n c\u00f3 gi\u00e1 tr\u1ecb cao h\u01a1n, chuy\u00ean s\u00e2u h\u01a1n m\u00e0 \u0111\u00f4i khi b\u1ea1n c\u1ea7n ph\u1ea3i c\u00f3 th\u1eddi gian tr\u1ef1c ti\u1ebfp \u0111\u1ec3 t\u00ecm hi\u1ec3u, t\u1eebng ng\u01b0\u1eddi m\u1ed9t.<\/p>\n<h6>AI v\u00e0 ML c\u00f3 th\u1ec3 gi\u00fap gi\u1ea3i ph\u00f3ng c\u00e1c nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng b\u1eb1ng nh\u1eefng c\u00e1ch n\u00e0o?<\/h6>\n<p>Wolverton: M\u1ed9t trong nh\u1eefng b\u1ed9 th\u00f4ng tin c\u00f3 gi\u00e1 tr\u1ecb nh\u1ea5t m\u00e0 m\u1ed9t doanh nghi\u1ec7p c\u00f3 \u0111\u01b0\u1ee3c l\u00e0 t\u1ea5t c\u1ea3 nh\u1eefng ticket m\u00e0 h\u1ecd \u0111\u00e3 gi\u1ea3i quy\u1ebft tr\u01b0\u1edbc \u0111\u00f3.\u00a0Ch\u00fang t\u00f4i \u0111ang t\u00ecm th\u1ea5y l\u1ee3i \u00edch to l\u1edbn t\u1eeb vi\u1ec7c gi\u00fap c\u00e1c nh\u00e2n vi\u00ean m\u1edbi \u0111\u00f3 c\u00f3 \u0111\u01b0\u1ee3c b\u1ed1i c\u1ea3nh, kh\u00f4ng ch\u1ec9 t\u1eeb kh\u00e1ch h\u00e0ng, m\u00e0 t\u1eeb t\u1ea5t c\u1ea3 c\u00e1c c\u00e2u h\u1ecfi v\u00e0 c\u00e2u tr\u1ea3 l\u1eddi \u0111\u00e3 c\u00f3 tr\u01b0\u1edbc \u0111\u00f3.\u00a0V\u00ec v\u1eady, h\u00e3y hi\u1ec3u \u00fd \u0111\u1ecbnh v\u00e0 tr\u00ecnh b\u00e0y \u00fd \u0111\u1ecbnh \u0111\u00f3 cho nh\u00e2n vi\u00ean \u0111\u1ec3 sau \u0111\u00f3 h\u1ecd \u0111\u01b0a ra c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi \u0111\u01b0\u1ee3c \u0111\u1ec1 xu\u1ea5t.<\/p>\n<p>Ch\u00fang t\u00f4i c\u00f3 kh\u1ea3 n\u0103ng tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 macro m\u00e0 ch\u00fang t\u00f4i c\u00f3 th\u1ec3 \u0111\u1ec1 xu\u1ea5t d\u1ef1a tr\u00ean vi\u1ec7c th\u1ef1c hi\u1ec7n m\u1ed9t s\u1ed1 qu\u00e1 tr\u00ecnh h\u1ecdc m\u00e1y v\u00e0 ph\u00e1t hi\u1ec7n c\u00e1c v\u1ea5n \u0111\u1ec1 x\u1ea3y ra v\u00e0 sau \u0111\u00f3 hi\u1ec3n th\u1ecb c\u00e2u tr\u1ea3 l\u1eddi, m\u1ed9t trang th\u00f4ng tin tr\u1ee3 gi\u00fap ho\u1eb7c m\u1ed9t ticket \u0111\u00e3 \u0111\u00f3ng tr\u01b0\u1edbc \u0111\u00f3 \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft t\u1ed1t v\u00e0 cung c\u1ea5p cho kh\u00e1ch h\u00e0ng.<\/p>\n<p>M\u1eb7t kh\u00e1c, th\u1ef1c s\u1ef1 gi\u1ed1ng nh\u01b0 ki\u1ec3u t\u1ef1 \u0111\u1ed9ng h\u00f3a ho\u00e0n to\u00e0n v\u00e0\u00a0t\u1ea1o ra m\u1ed9t chatbot\u00a0cho ph\u00e9p b\u1ea1n nh\u1eadn ra nh\u1eefng \u00fd \u0111\u1ecbnh \u0111\u00f3 v\u00e0 sau \u0111\u00f3 \u0111\u01b0a ra c\u00e2u tr\u1ea3 l\u1eddi t\u1ef1 \u0111\u1ed9ng cho kh\u00e1ch h\u00e0ng \u0111\u00f4i khi th\u1eadm ch\u00ed kh\u00f4ng c\u1ea7n \u0111\u1ebfn nh\u00e2n vi\u00ean.\u00a0Sau \u0111\u00f3, b\u1ea1n bi\u1ebft \u0111\u00f3, kh\u1ea3 n\u0103ng th\u00f4ng qua c\u00e1c API \u0111\u00e0m tho\u1ea1i c\u00f3 s\u1eb5n \u0111\u1ec3 x\u00e2y d\u1ef1ng c\u00e1c lo\u1ea1i h\u1ec7 th\u1ed1ng nh\u1eadn ra \u00fd \u0111\u1ecbnh v\u00e0 sau \u0111\u00f3 th\u1ef1c s\u1ef1 cung c\u1ea5p m\u1ed9t gi\u1ea3i ph\u00e1p t\u01b0\u01a1ng t\u00e1c \u0111\u1ec3 b\u1ea1n c\u00f3 th\u1ec3 th\u1ef1c hi\u1ec7n \u0111\u1eb7t l\u1ea1i m\u1eadt kh\u1ea9u trong cu\u1ed9c tr\u00f2 chuy\u1ec7n qua chat ho\u1eb7c th\u1ef1c hi\u1ec7n thay \u0111\u1ed5i \u0111\u1eb7t ch\u1ed7 m\u00e0 kh\u00f4ng c\u1ea7n ph\u1ea3i n\u00f3i chuy\u1ec7n tr\u1ef1c ti\u1ebfp v\u1edbi m\u1ed9t nh\u00e2n vi\u00ean.<\/p>\n<p>Khi b\u1ea1n n\u1eafm b\u1eaft nhi\u1ec1u d\u1eef li\u1ec7u, b\u1ea1n th\u1ef1c s\u1ef1 c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng m\u1ed9t s\u1ed1 c\u00f4ng ngh\u1ec7 h\u1ecdc m\u00e1y v\u00e0 ph\u00e1t hi\u1ec7n \u00fd \u0111\u1ecbnh \u0111\u1ec3 hi\u1ec3u m\u1ee9c \u0111\u1ed9 t\u1ee9c gi\u1eadn c\u1ee7a kh\u00e1ch h\u00e0ng ho\u1eb7c c\u00e1ch gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 \u0111\u00f3.\u00a0N\u1ebfu ai \u0111\u00f3 th\u1ef1c s\u1ef1 kh\u00f3 ch\u1ecbu v\u1ec1 vi\u1ec7c giao h\u00e0ng, b\u1ea1n c\u00f3 th\u1ec3 \u0111\u01b0a h\u1ecd tr\u1ef1c ti\u1ebfp \u0111\u1ebfn ng\u01b0\u1eddi c\u00f3 th\u1ec3 gi\u00fap gi\u1ea3i quy\u1ebft v\u1ea5n \u0111\u1ec1 \u0111\u00f3, thay v\u00ec ph\u1ea3i b\u00e1o c\u00e1o v\u1ea5n \u0111\u1ec1 th\u00f4ng qua nhi\u1ec1u \u0111\u01b0\u1eddng d\u00e2y t\u1ed5ng \u0111\u00e0i v\u00e0 sau \u0111\u00f3 chuy\u1ec3n cu\u1ed9c g\u1ecdi.\u00a0\u0110\u00f3 l\u00e0 tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n nhi\u1ec1u cho ng\u01b0\u1eddi d\u00f9ng cu\u1ed1i v\u00e0 sau \u0111\u00f3 l\u00e0 tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n nhi\u1ec1u cho ch\u00ednh c\u00e1c nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i.<\/p>\n<h6>Li\u1ec7u c\u00f3 b\u1eaft bu\u1ed9c ph\u1ea3i ph\u1ee5 thu\u1ed9c v\u00e0o t\u1ef1 \u0111\u1ed9ng h\u00f3a, h\u1ecdc m\u00e1y hay AI \u0111\u1ec3 ti\u1ebfp t\u1ee5c ph\u00e1t tri\u1ec3n l\u0129nh v\u1ef1c kinh doanh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng kh\u00f4ng?<\/h6>\n<p>Wolverton: \u0110i\u1ec1u tuy\u1ec7t v\u1eddi l\u00e0 c\u00f4ng ngh\u1ec7 n\u00e0y \u0111ang ph\u00e1t tri\u1ec3n r\u1ea5t nhanh.\u00a0Ngay c\u1ea3 trong danh m\u1ee5c \u0111\u1ea7u t\u01b0 c\u1ee7a ch\u00fang t\u00f4i, c\u00e1c bot c\u1ee7a ch\u00fang t\u00f4i \u0111\u00e3 t\u1eebng c\u00f3 th\u1ec3 \u0111\u1ec1 xu\u1ea5t m\u1ed9t b\u00e0i b\u00e1o v\u00e0 \u0111\u00f3 l\u00e0 ph\u1ea7n cu\u1ed1i c\u1ee7a c\u00e2u chuy\u1ec7n.<\/p>\n<p>C\u00f4ng ngh\u1ec7 n\u00e0y c\u00e0ng ti\u1ebfp t\u1ee5c ph\u00e1t tri\u1ec3n v\u1edbi \u00fd \u0111\u1ecbnh v\u00e0 h\u00e0nh \u0111\u1ed9ng m\u1ea1nh m\u1ebd h\u01a1n v\u1edbi kh\u1ea3 n\u0103ng cho c\u00e1c\u00a0bot\u00a0n\u00e0y\u00a0tr\u00f2 chuy\u1ec7n t\u1ef1 nhi\u00ean h\u01a1n\u00a0v\u1edbi kh\u00e1ch h\u00e0ng v\u00e0 h\u1ecdc h\u1ecfi ng\u00e0y c\u00e0ng nhi\u1ec1u h\u01a1n t\u1eeb c\u00e1c ticket \u0111\u00e3 \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft, th\u00ec t\u00f4i ngh\u0129 \u0111\u00f3 s\u1ebd l\u00e0 m\u1ed9t ph\u1ea7n quan tr\u1ecdng c\u1ee7a c\u00e1c \u0111\u1ed9i ng\u0169 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111ang ph\u00e1t tri\u1ec3n.<\/p>\n<p>\u0110\u00f3 s\u1ebd l\u00e0 m\u1ed9t c\u00e1ch m\u00e0 h\u1ecd c\u00f3 th\u1ec3 t\u1ea1o ra s\u1ef1 kh\u00e1c bi\u1ec7t tr\u00ean th\u1ecb tr\u01b0\u1eddng \u0111\u1ec3 c\u00f3 th\u1ec3 \u0111\u01b0a ra nh\u1eefng c\u00e2u tr\u1ea3 l\u1eddi tuy\u1ec7t v\u1eddi cho kh\u00e1ch h\u00e0ng, v\u1edbi t\u1ed1c \u0111\u1ed9 nhanh h\u01a1n n\u1eefa.<\/p>\n<h6>B\u00e0 th\u1ea5y c\u00f4ng ngh\u1ec7 n\u00e0y s\u1ebd \u0111i \u0111\u1ebfn \u0111\u00e2u khi ch\u00fang ta ti\u1ebfn v\u00e0o n\u0103m 2022 v\u00e0 xa h\u01a1n?<\/h6>\n<p>Wolverton: T\u00f4i ngh\u0129 ch\u00fang ta \u0111ang \u1edf \u0111o\u1ea1n \u0111\u1ea7u c\u1ee7a \u0111\u01b0\u1eddng cong ph\u00e1t tri\u1ec3n n\u00e0y.\u00a0Khi c\u00f4ng ngh\u1ec7 n\u00e0y ph\u00e1t tri\u1ec3n v\u00e0 tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn\u2026 nhi\u1ec1u n\u01a1i s\u1ebd c\u00f3 \u0111\u01b0\u1ee3c s\u1ee9c m\u1ea1nh c\u1ee7a n\u00f3 v\u00e0 h\u1ecd s\u1ebd th\u1ea5y l\u1ee3i \u00edch cho kh\u00e1ch h\u00e0ng v\u00e0 l\u1ee3i \u00edch cho c\u00e1c nh\u00e2n vi\u00ean c\u1ee7a h\u1ecd.\u00a0T\u00f4i ngh\u0129 r\u1eb1ng ch\u00fang ta s\u1ebd ti\u1ebfp t\u1ee5c ch\u1ee9ng ki\u1ebfn \u200b\u200bs\u1ef1 ph\u00e1t tri\u1ec3n h\u01a1n n\u1eefa \u1edf \u0111\u00e2y v\u00e0 ng\u00e0y c\u00e0ng c\u00f3 nhi\u1ec1u kh\u00e1ch h\u00e0ng \u00e1p d\u1ee5ng c\u00f4ng ngh\u1ec7 AI v\u00e0 ML, \u0111\u1eb7c bi\u1ec7t l\u00e0 tr\u00ean c\u00e1c k\u00eanh, nh\u01b0 chat, n\u01a1i b\u1ea1n c\u00f3 nh\u1eefng cu\u1ed9c tr\u00f2 chuy\u1ec7n li\u00ean t\u1ee5c v\u00e0 k\u00e9o d\u00e0i.\u00a0V\u1edbi \u00fd t\u01b0\u1edfng tin nh\u1eafn n\u00e0y\u2026 b\u1ea1n c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng chuy\u1ec3n \u0111\u1ed5i gi\u1eefa c\u00e1c\u00a0cu\u1ed9c tr\u00f2 chuy\u1ec7n t\u1ef1 \u0111\u1ed9ng v\u1edbi bot\u00a0\u0111\u1ec3 c\u00f3 c\u00e2u tr\u1ea3 l\u1eddi nhanh ch\u00f3ng c\u1ee7a m\u00ecnh v\u00e0 d\u1ec5 d\u00e0ng chuy\u1ec3n cho c\u00e1c nh\u00e2n vi\u00ean tr\u1ef1c v\u00e0 nh\u1eefng cu\u1ed9c tr\u00f2 chuy\u1ec7n \u0111\u00f3 th\u1ef1c s\u1ef1 c\u00f3 th\u1ec3 t\u1ed3n t\u1ea1i c\u1ea3 trong th\u1ebf gi\u1edbi t\u1ef1 \u0111\u1ed9ng v\u00e0 gi\u1eefa ng\u01b0\u1eddi v\u1edbi ng\u01b0\u1eddi.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>C&aacute;c k&#7923; ngh&#7881; l&#7877; l&agrave; th&#7901;i gian b&#7853;n r&#7897;n c&#7911;a c&aacute;c nh&acirc;n vi&ecirc;n tr&#7921;c t&#7893;ng &#273;&agrave;i. Tuy nhi&ecirc;n, c&aacute;c v&#7845;n &#273;&#7873; g&#7863;p ph&#7843;i trong l&#297;nh v&#7921;c tr&#7843;i nghi&#7879;m kh&aacute;ch h&agrave;ng (CX) &#273;ang khi&#7871;n c&aacute;c c&ocirc;ng ty chuy&#7875;n sang s&#7917; d&#7909;ng h&#7885;c m&aacute;y &#273;&#7875; t&#7889;i &#432;u h&oacute;a ch&uacute;ng. M&ugrave;a ngh&#7881; l&#7877; th&ocirc;ng th&#432;&#7901;ng gi&uacute;p mang &#273;&#7871;n&#8230;<\/p>\n","protected":false},"author":2,"featured_media":11100,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[3,1],"tags":[],"class_list":["post-11092","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-hpc","category-tong-hop"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>AI l\u00e0 nh\u00e2n t\u1ed1 &quot;thay \u0111\u1ed5i cu\u1ed9c ch\u01a1i&quot; trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng - Blog | TheGioiMayChu<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"AI l\u00e0 nh\u00e2n t\u1ed1 &quot;thay \u0111\u1ed5i cu\u1ed9c ch\u01a1i&quot; trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng - Blog | TheGioiMayChu\" \/>\n<meta name=\"twitter:description\" content=\"C&aacute;c k&#7923; ngh&#7881; l&#7877; l&agrave; th&#7901;i gian b&#7853;n r&#7897;n c&#7911;a c&aacute;c nh&acirc;n vi&ecirc;n tr&#7921;c t&#7893;ng &#273;&agrave;i. Tuy nhi&ecirc;n, c&aacute;c v&#7845;n &#273;&#7873; g&#7863;p ph&#7843;i trong l&#297;nh v&#7921;c tr&#7843;i nghi&#7879;m kh&aacute;ch h&agrave;ng (CX) &#273;ang khi&#7871;n c&aacute;c c&ocirc;ng ty chuy&#7875;n sang s&#7917; d&#7909;ng h&#7885;c m&aacute;y &#273;&#7875; t&#7889;i &#432;u h&oacute;a ch&uacute;ng. M&ugrave;a ngh&#7881; l&#7877; th&ocirc;ng th&#432;&#7901;ng gi&uacute;p mang &#273;&#7871;n...\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/thegioimaychu.vn\/blog\/wp-content\/uploads\/2022\/01\/TheGioiMayChu-Blog-Chatbot-AI-e1641437021692.jpg\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Vanito Hoang\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/thegioimaychu.vn\\\/blog\\\/tong-hop\\\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/thegioimaychu.vn\\\/blog\\\/tong-hop\\\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\\\/\"},\"author\":{\"name\":\"Vanito Hoang\",\"@id\":\"https:\\\/\\\/thegioimaychu.vn\\\/blog\\\/#\\\/schema\\\/person\\\/feccec179330cfebfaa805639a357d18\"},\"headline\":\"AI l\u00e0 nh\u00e2n t\u1ed1 &#8220;thay \u0111\u1ed5i cu\u1ed9c ch\u01a1i&#8221; 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M&ugrave;a ngh&#7881; l&#7877; th&ocirc;ng th&#432;&#7901;ng gi&uacute;p mang &#273;&#7871;n...","twitter_image":"https:\/\/thegioimaychu.vn\/blog\/wp-content\/uploads\/2022\/01\/TheGioiMayChu-Blog-Chatbot-AI-e1641437021692.jpg","twitter_misc":{"Written by":"Vanito Hoang","Est. reading time":"10 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/#article","isPartOf":{"@id":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/"},"author":{"name":"Vanito Hoang","@id":"https:\/\/thegioimaychu.vn\/blog\/#\/schema\/person\/feccec179330cfebfaa805639a357d18"},"headline":"AI l\u00e0 nh\u00e2n t\u1ed1 &#8220;thay \u0111\u1ed5i cu\u1ed9c ch\u01a1i&#8221; trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng","datePublished":"2022-01-06T02:43:57+00:00","mainEntityOfPage":{"@id":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/"},"wordCount":2051,"publisher":{"@id":"https:\/\/thegioimaychu.vn\/blog\/#organization"},"image":{"@id":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/#primaryimage"},"thumbnailUrl":"https:\/\/thegioimaychu.vn\/blog\/wp-content\/uploads\/2022\/01\/TheGioiMayChu-Blog-Chatbot-AI-e1641437021692.jpg","articleSection":["AI - HPC","T\u1ed5ng h\u1ee3p"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/","url":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/","name":"AI l\u00e0 nh\u00e2n t\u1ed1 \"thay \u0111\u1ed5i cu\u1ed9c ch\u01a1i\" trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng - Blog | TheGioiMayChu","isPartOf":{"@id":"https:\/\/thegioimaychu.vn\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/#primaryimage"},"image":{"@id":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/#primaryimage"},"thumbnailUrl":"https:\/\/thegioimaychu.vn\/blog\/wp-content\/uploads\/2022\/01\/TheGioiMayChu-Blog-Chatbot-AI-e1641437021692.jpg","datePublished":"2022-01-06T02:43:57+00:00","breadcrumb":{"@id":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/#primaryimage","url":"https:\/\/thegioimaychu.vn\/blog\/wp-content\/uploads\/2022\/01\/TheGioiMayChu-Blog-Chatbot-AI-e1641437021692.jpg","contentUrl":"https:\/\/thegioimaychu.vn\/blog\/wp-content\/uploads\/2022\/01\/TheGioiMayChu-Blog-Chatbot-AI-e1641437021692.jpg","width":800,"height":450},{"@type":"BreadcrumbList","@id":"https:\/\/thegioimaychu.vn\/blog\/tong-hop\/ai-la-nhan-to-thay-doi-cuoc-choi-trong-linh-vuc-dich-vu-khach-hang-p11092\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Trang ch\u1ee7","item":"https:\/\/thegioimaychu.vn\/blog\/"},{"@type":"ListItem","position":2,"name":"T\u1ed5ng h\u1ee3p","item":"https:\/\/thegioimaychu.vn\/blog\/.\/tong-hop\/"},{"@type":"ListItem","position":3,"name":"AI l\u00e0 nh\u00e2n t\u1ed1 &#8220;thay \u0111\u1ed5i cu\u1ed9c ch\u01a1i&#8221; 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