In Vietnam, one local startup, EM&AI has built a service based on conversational AI. The startup uses AI to analyze and interpret the structure, meaning, tone, speed, and pitch of words spoken by human speakers. It also claims its AI is able to process human sentiment and generate responses that fit individual callers.
Companies use EM&AI’s technology to automate customer service both for internal employees and for customers. It uses artificial intelligence (AI) to provide suggestions and feedback to customer service representatives when they are communicating with clients. The company claims its product is able to formulate a clearer understanding of customer responses rather than merely follow a script and menu structure to route calls to human operators.
EM&AI was founded in 2017 by Do Quang Huy from Vietnam’s top university, Hanoi University of Science and Technology, and research fellows at the Korean Advanced Institute of Science & Technology (KAIST) in South Korea. The company said in an announcement that it will use the investment for product development and expansion into Southeast Asia. According to Reuters, EM&AI’s AI solution is already used by Vietnam-based businesses such as Viettel Post, VNPT Technology, and media group VTC Digital.
Still, there is plenty of room for improvement when it comes to machine learning in general. AI-driven engines are not perfect and fluency, which is able to mimic human conversation with near-perfect efficiency, still remains far away. But the progress shown by EM&AI should be a welcome sight for consumers who use contact centers as well as businesses that employ customer service representatives. No doubt they’re both looking forward to the day when machine learning can become an integral part of human communication in a call center.