Powered by Generative AI, VNPT SmartVoice offers features such as speech-to-text, text-to-speech, voice verification, and call analysis, helping businesses optimize up to 30–60% of their operational costs.
Outstanding Features
Call Quality Evaluation
Automatically analyze full call content and context, evaluate agent performance based on business rules, detect violations, and generate detailed reports. Alert for abnormal situations such as prolonged silence or one-way conversation.
In-depth analysis of vocal characteristics such as vocabulary, tone, and volume to recognize customer emotional nuances and their state at the end of the call.
Convert conversations into text with clear separation between customers and agents. Transcribed text is automatically normalized with punctuation, capitalization, and technical terminology recognition.
Recognize and analyze agent conversation content based on voice and keywords. The system identifies violations according to a predefined scoring criteria set.
Deep learning technology trained on big data helps AI models achieve high accuracy and natural-sounding results.
Text Summarization
Applies content summarization technology for communications and identifies important information with high accuracy.
Natural Language Processing
Deeply refined NLP platform for Vietnamese, automatically detecting spelling errors, abbreviations, and sentence structures.
Speaker Emotion
Emotion recognition technology via voice, accurately analyzing nuances from volume and tone characteristics.
Text Inversion
Automatically adds context-appropriate punctuation, capitalizes proper names, and converts transcriptions into standard industry abbreviations.
Generative AI
Applications of VNPT Generative AI are top-tier in optimization for the Vietnamese language.
Quantization
Quantization technology maintains stable performance and high processing speed even with large traffic volumes.
Speaker Diarization
Vietnamese conversation separation technology by speaker's voice, supporting recognition even when voices overlap.
Value Delivery
1.000.000+
Calls analyzed and evaluated
8.5/10
Average Quality Score
Score improved by 25% after 3 months
30%
Conversion Rate
Increase in cross-sell/up-sell conversion rates
50%
Workload Reduction
Reduced manual evaluation workload for supervisors
Optimizing Quality Control Processes
Automatically analyze calls, evaluate, and suggest improvements for agents based on standard criteria. This helps businesses monitor 100% of calls with high accuracy and promptly detect operational bottlenecks.
Aggregate sentiment data and conversation content by customer group or region, supporting businesses in identifying the root causes of negative feedback and improving service quality.
Optimizing Costs and Resources
Automate the entire evaluation and sentiment analysis process, reducing dependence on outsourced personnel, cutting manual workload for supervisors by 50%, and reallocating resources to training and team quality enhancement.
Success Stories
Optimizing Call Center Quality for a Leading Bank
How our AI solution helped a major financial institution monitor 100% of calls and reduce operational costs by 40%.