G2

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

9/25/2026

"Low-code voicebot that handles calls well"

5/5

What do you like best about FPT.AI?

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. Review collected by and hosted on G2.com.

What do you dislike about FPT.AI?

The main limitation shows up as call flows become more complex. The drag-and-drop builder is easy to use at first, but larger flows can get cluttered. Integrations also work best with supported CRM systems, while less common platforms may require extra customization.

Voice recognition is generally reliable, though strong accents or noisy environments can sometimes lead to repeated clarification. I’d also like more transparency around custom integration and voice training costs upfront, as this would make budgeting easier.

Support has been responsive overall, but faster assistance outside business hours would be valuable for a system handling live customer calls. Review collected by and hosted on G2.com.

What problems is FPT.AI solving and how is that benefiting you?

Before using FPT AI Engage, our agents spent a lot of time on repetitive calls like FAQs, payment reminders, and order checks. This became especially difficult during peak periods when call volume increased.

Now, the voicebot handles most routine requests and helps absorb sudden spikes in calls without requiring additional headcount. When a call is transferred, agents also receive the conversation context, so customers don’t have to repeat themselves.

Overall, it has helped reduce agent workload, shorten resolution time, and control operating costs while maintaining a better customer experience. Review collected by and hosted on G2.com.