I like that FPT.AI is great for Enterprise Customer Service & Support because it helps us deflect up to 70–80% of routine inquiries, allowing our agents to spend more time on important tasks like upselling and handling complex requests. The Smart Voicebot technology is also impressive, as it automates outbound calls and improves response times. Furthermore, I appreciate the natural language processing (NLP) model, which minimizes intent-recognition failures and accurately understands context, intent, and regional dialects across chat and voice channels. This really helps in maintaining a high self-service deflection rate. Switching to FPT.AI from a combination of Dialogflow and a legacy rule-based chat platform simplified vendor management and data synchronization a lot, as everything’s now under one architecture.

FPT AI Engage has helped us automate high-volume inbound and outbound calls, which has reduced a lot of repetitive work for our agents. What I like most is the low-code flow builder. It makes it much faster to create and update call scenarios without having to rely heavily on developers. The voicebot also manages natural conversations well, including interruptions and unexpected responses. Integrations with our CRM and knowledge base data help keep answers relevant, and the handoff to human agents is smooth because they can see what has already been discussed. The main drawback is the initial setup, especially when IVR and CRM integration are involved. It takes more effort than setting up a basic chatbot, although the FPT team was responsive throughout the process. Overall, it’s a practical solution for call centers that handle large volumes of FAQs, reminders, surveys, and other repetitive calls.

The FPT.AI Reader (OCR) offers exceptional AI intelligence and accuracy, delivering stable performance even with high-volume procurement documents. The UI/UX is intuitive and user-friendly, which made our onboarding process very efficient. Furthermore, its seamless integrations with our existing internal systems have provided a great ROI by significantly reducing manual workload and human error. The professional support team was also instrumental in ensuring a smooth and successful deployment