VietNamNet Bridge - Chatbots, a product of artificial intelligence (AI), are now being used more frequently in businesses in Vietnam.

Huynh Lam Ho, CEO of Haravan, a provider of online business solutions, said chatbot systems automatically answer clients and support marketing activities, allowing businesses to easily measure interaction and marketing efficiency.

Harafunnel is a technological platform that creates chatbots based on Facebook Messenger. The tool is by Biti’s (footwear), The Coffee House( café) and Juno (shoe brand).

A study of Haravan showed that the feedback rate of customers to Harafunnel is 85 percent, equal to the proportion of advertising and services read by consumers. 

Meanwhile, only 5-7 percent of ads sent by businesses to consumers via email are read. Tech experts predict that chatbots will replace email as a marketing tool in the retail industry in the near future.

In the banking sector, AI is used to develop digital banking. According to TP Bank’s CEO Nguyen Hung, the chatbot named TAio on Facebook Fanpage has been used since late 2017. The app helps TP Bank give replies to 1.5 million customers who make transactions at the same time.

Chatbots are developed based on artificial intelligence, machine learning, natural language processing and big data. 

Regarding questions that chatbot cannot answer, machine learning technology will automatically record questions, and after learning answers from real officers, the chatbot will remember the data and give answers to similar questions the next time.

Chatbot is also used as a tool to give automatic answers when customers raise questions at any time of the day.

Businesses can also use chatbots to send high numbers of messages to clients at the same time. On Facebook Messenger, message content can be personalized based on customer behavior. This allows businesses to send tailored messages to targeted clients.

A report from Hootsuite and We Are Social released in early 2018 showed that Vietnam ranks seventh in the number of Facebookers with 58 million users. 

Using chatbots running on Facebook Messenger will help businesses conduct marketing campaigns on online environments and social networks.

BI Intelligence, a unit of Business Insider, reported that 80 percent of businesses, when asked about the technologies they are going to apply, said they would use chatbot by 2020.

Chatbots have been used in many fields. In late 2017, Da Nang municipal authorities piloted Da Nang FantastiCity chatbot app to serve visitors during APEC events which took place there.

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