Viettien AI Sales Assistant: Omnichannel Personalization Like In-Store Staff
1. What challenge led Viettien to upgrade its customer consulting across digital channels?
The growth of e-commerce has made it easier for customers to explore product catalogs, while creating a new challenge for retailers: how to provide in-depth consultations as customers shift from physical stores to digital touchpoints.
In stores, employees can observe customers’ needs directly, ask questions, and adjust recommendations for each person. In digital environments, interactions are spread across websites, Facebook Messenger, Zalo, and other sales channels, making it harder to understand the customer journey in full.
Without context, employees have to ask about customers’ needs again and handle many repetitive questions. Customers can spend more time finding the right product, while the consulting team uses resources on low-value interactions. As conversation volumes increase, the challenge becomes even clearer: Viettien needs to expand its consulting capacity while maintaining quality and personalization.
2. Viettien AI sales consulting: A solution for personalizing the omnichannel customer experience
Viettien developed its AI sales consulting solution through an end-to-end process in which business data provides the knowledge foundation, customer data adds context, and AI analyzes and consults within each conversation.
Building a knowledge base so the AI chatbot can provide accurate product information: Viettien consolidates product information, sales programs, styling suggestions, store locations, and customer care policies into a dedicated knowledge base. Combined with customer data from Viettien AI CDP and interaction history, the system creates a unified information source that helps the AI chatbot understand the products, the business, and each touchpoint in the customer journey.
Unifying omnichannel data: Customers may begin their journey on the website, Facebook Messenger, Instagram, personal Zalo accounts, Zalo OA, and other channels. The system needs to bring all conversation data together in one place, helping Viettien identify where customers came from, which products they are interested in, and how they have interacted previously.
AI sales consulting and personalized responses based on customer needs: AI sales consulting joins conversations in natural language and understands each customer’s needs and context to make relevant recommendations. This helps customers access information quickly and receive consistent advice.
Intelligent routing between AI and employees for a seamless consulting experience: AI handles common needs and repetitive interactions at the first level. When a conversation requires in-depth advice or employee involvement, the system automatically adds a label, stops the chatbot, sends a notification, and transfers the conversation to Livechat. Employees receive the full conversation context and can continue advising the customer without having to ask about their needs again.
3. Key Highlights of Implementing AI Sales Assistant at Viettien
AI sales consulting has helped Viettien expand its customer consulting capacity in digital environments while maintaining interaction quality at scale. Initial results are reflected in the following metrics recorded over one month:
29,000 conversations handled by AI in a month.
A 96% satisfaction and neutral rating across the conversations measured.
These results demonstrate the potential to apply AI to consulting at scale. They also reflect Easy AI’s ability to work with businesses to address operational and customer experience challenges.
Alongside large-scale projects with Viettel, Viettien, Rang Dong, the University Medical Center Ho Chi Minh City, and others, Easy AI has developed a SaaS model for small and medium-sized businesses, helping them access AI technology at an optimized cost. Depending on their needs, businesses can choose a service plan starting at just over VND 1 million/month, suited to their requirements and operational scale.
>>> Explore Easy AI pricing to choose a solution suited to your business’s scale and objectives.