{"id":1122,"date":"2020-07-24T03:59:36","date_gmt":"2020-07-24T03:59:36","guid":{"rendered":"http:\/\/emandai.net\/blog\/?p=1122"},"modified":"2025-01-07T09:48:47","modified_gmt":"2025-01-07T09:48:47","slug":"03-dieu-chatbot-khong-the-lam-nhung-tro-ly-ao-thong-minh-iva-thi-co-the","status":"publish","type":"post","link":"https:\/\/emandai.net\/blog\/vi\/03-dieu-chatbot-khong-the-lam-nhung-tro-ly-ao-thong-minh-iva-thi-co-the\/","title":{"rendered":"03 \u0111i\u1ec1u Chatbot kh\u00f4ng th\u1ec3 l\u00e0m nh\u01b0ng tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh IVA th\u00ec c\u00f3 th\u1ec3"},"content":{"rendered":"<p><em>Sau th\u1eddi gian d\u00e0i \u0111\u01b0\u1ee3c ca t\u1ee5ng l\u00e0 gi\u1ea3i ph\u00e1p m\u1edbi, gi\u00fap doanh nghi\u1ec7p ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u1ef1 \u0111\u1ed9ng, nh\u01b0ng l\u1ea1i kh\u00f4ng \u0111em \u0111\u1ebfn nh\u1eefng th\u00e0nh qu\u1ea3 th\u1ea7n k\u00ec nh\u01b0 h\u1ee9a h\u1eb9n. Nhi\u1ec1u chatbot \u0111\u00e3 l\u00e0m doanh nghi\u1ec7p m\u1ea5t d\u1ea7n ni\u1ec1m tin v\u00e0o t\u1ef1 \u0111\u1ed9ng h\u00f3a. B\u00e0i vi\u1ebft n\u00e0y gi\u00fap b\u1ea1n c\u00f3 c\u00e1i nh\u00ecn r\u1ed9ng h\u1ee3n v\u1ec1 nh\u1eefng gi\u1edbi h\u1ea1n c\u1ee7a chatbot v\u00e0 l\u00e0m th\u1ebf n\u00e0o <span style=\"color: #3366ff;\"><strong>tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh<\/strong> <\/span>IVA (Intelligent Virtual Agent) c\u00f3 th\u1ec3 gi\u00fap b\u1ea1n \u0111\u1ea1t \u0111\u01b0\u1ee3c k\u00ec v\u1ecdng.<\/em><\/p>\n<div id=\"toc_container\" class=\"toc_white no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#Gioi_thieu_ve_tro_ly_ao_thong_minh_IVA\"><span class=\"toc_number toc_depth_1\">1<\/span> Gi\u1edbi thi\u1ec7u v\u1ec1 tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh (IVA)<\/a><\/li><li><a href=\"#Chatbot_la_gi\"><span class=\"toc_number toc_depth_1\">2<\/span> Chatbot l\u00e0 g\u00ec?<\/a><\/li><li><a href=\"#Diem_khac_biet_cua_tro_ly_ao_thong_minh_IVA_so_voi_Chatbot\"><span class=\"toc_number toc_depth_1\">3<\/span> \u0110i\u1ec3m kh\u00e1c bi\u1ec7t c\u1ee7a tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh (IVA) so v\u1edbi Chatbot<\/a><ul><li><a href=\"#1-Kha_nang_hieu_ngon_ngu_tu_nhien_linh_hoat_NLP\"><span class=\"toc_number toc_depth_2\">3.1<\/span> 1-Kh\u1ea3 n\u0103ng hi\u1ec3u ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean &amp; linh ho\u1ea1t (NLP)<\/a><\/li><li><a href=\"#2-Quan_ly_theo_sat_boi_canh\"><span class=\"toc_number toc_depth_2\">3.2<\/span> 2-Qu\u1ea3n l\u00fd &amp; theo s\u00e1t b\u1ed1i c\u1ea3nh<\/a><\/li><li><a href=\"#3-Duy_tri_tinh_nhat_quan\"><span class=\"toc_number toc_depth_2\">3.3<\/span> 3-Duy tr\u00ec t\u00ednh nh\u1ea5t qu\u00e1n<\/a><\/li><\/ul><\/li><li><a href=\"#Tieu_chi_nao_de_lua_chon_dung_tro_ly_ao_thong_minh\"><span class=\"toc_number toc_depth_1\">4<\/span> Ti\u00eau ch\u00ed n\u00e0o \u0111\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u00fang tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh<\/a><\/li><\/ul><\/div>\n<h2><span id=\"Gioi_thieu_ve_tro_ly_ao_thong_minh_IVA\"><strong>Gi\u1edbi thi\u1ec7u v\u1ec1 tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh (IVA)<\/strong><\/span><\/h2>\n<p>Khi c\u00e1c th\u01b0\u01a1ng hi\u1ec7u ti\u1ebfp t\u1ee5c t\u1eadp trung v\u00e0o vi\u1ec7c c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng, vi\u1ec7c k\u1ebft h\u1ee3p t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0o c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u1ee7a kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng tr\u1edf n\u00ean quan tr\u1ecdng.<\/p>\n<p>Kh\u00e1ch h\u00e0ng l\u00e0 nh\u1eefng ng\u01b0\u1eddi x\u00e1c \u0111\u1ecbnh k\u00eanh t\u01b0\u01a1ng t\u00e1c n\u00e0o h\u1ecd mu\u1ed1n s\u1eed d\u1ee5ng \u0111\u1ec3 giao ti\u1ebfp v\u1edbi c\u00e1c th\u01b0\u01a1ng hi\u1ec7u, g\u00e2y \u00e1p l\u1ef1c cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111a k\u00eanh, nh\u1ea5t qu\u00e1n l\u00ean c\u00e1c doanh nghi\u1ec7p. V\u00ec l\u00fd do n\u00e0y m\u00e0 c\u00e1c c\u00f4ng ngh\u1ec7 nh\u01b0 chatbot v\u00e0 <em><strong>Tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh<\/strong><\/em> (IVA) ti\u1ebfp t\u1ee5c tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn.<\/p>\n<h2><span id=\"Chatbot_la_gi\"><strong>Chatbot l\u00e0 g\u00ec?<\/strong><\/span><\/h2>\n<p>Chatbots l\u00e0 giao di\u1ec7n t\u1ef1 \u0111\u1ed9ng ho\u1eb7c \u0111\u01b0\u1ee3c l\u1eadp tr\u00ecnh s\u1eb5n, \u0111\u01b0\u1ee3c tri\u1ec3n khai tr\u00ean nhi\u1ec1u n\u1ec1n t\u1ea3ng nh\u1eafn tin kh\u00e1c nhau nh\u01b0 Facebook Messenger, Skype, Slack, WeChat, v.v. M\u1edf r\u1ed9ng \u0111\u1ecbnh ngh\u0129a c\u1ee7a chatbot c\u00f3 th\u1ec3 bao g\u1ed3m c\u00e1c k\u1ef9 n\u0103ng c\u1ee7a Amazon Alexa ho\u1eb7c Google Home.<\/p>\n<p>Chatbot c\u00f3 th\u1ec3 r\u1ea5t tuy\u1ec7t v\u1eddi \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c t\u00e1c v\u1ee5 \u0111\u01a1n gi\u1ea3n, l\u1eb7p \u0111i l\u1eb7p l\u1ea1i, ch\u1eb3ng h\u1ea1n nh\u01b0 tr\u1ea3 l\u1eddi c\u00e1c truy v\u1ea5n c\u01a1 b\u1ea3n (gi\u1edd ho\u1ea1t \u0111\u1ed9ng, xem danh m\u1ee5c s\u1ea3n ph\u1ea9m, tr\u1ea3 l\u1eddi FAQ). Chatbot s\u1ebd h\u1ed7 tr\u1ee3 kh\u00e1 t\u1ed1t \u0111\u1ec3 ph\u1ea3n h\u1ed3i t\u1ee9c th\u1eddi v\u00e0 h\u01b0\u1edbng l\u01b0\u1ee3ng truy c\u1eadp \u0111\u1ebfn c\u00e1c k\u00eanh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng truy\u1ec1n th\u1ed1ng h\u01a1n.<\/p>\n<p>Tuy nhi\u00ean, chatbot ch\u1ec9 th\u00f4ng minh t\u1ec9 l\u1ec7 v\u1edbi c\u00f4ng ngh\u1ec7 \u0111\u1eb1ng sau ch\u00fang. Khi n\u00f3i \u0111\u1ebfn ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng cho quy m\u00f4 doanh nghi\u1ec7p l\u1edbn, chatbot c\u00f2n c\u1ea7n ph\u1ea3i m\u1edf r\u1ed9ng &amp; \u0111\u00e0o t\u1ea1o r\u1ea5t nhi\u1ec1u.<\/p>\n<h2><span id=\"Diem_khac_biet_cua_tro_ly_ao_thong_minh_IVA_so_voi_Chatbot\"><strong>\u0110i\u1ec3m kh\u00e1c bi\u1ec7t c\u1ee7a tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh (IVA) so v\u1edbi Chatbot<\/strong><\/span><\/h2>\n<p>Tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh (IVA) cung c\u1ea5p tr\u1ea3i nghi\u1ec7m \u0111\u00e0m tho\u1ea1i &amp; c\u00e1 nh\u00e2n h\u00f3a cho kh\u00e1ch h\u00e0ng. B\u1ea5t k\u1ec3 s\u1eed d\u1ee5ng c\u00e1ch di\u1ec5n \u0111\u1ea1t n\u00e0o, l\u1eddi n\u00f3i hay v\u0103n b\u1ea3n, tr\u00ean k\u00eanh n\u00e0o, th\u00ec IVA v\u1eabn c\u00f3 th\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c.<\/p>\n<p>Tr\u00ean th\u1ef1c t\u1ebf, tr\u00ed th\u00f4ng minh \u0111\u1eb1ng sau c\u00f4ng ngh\u1ec7 n\u00e0y c\u00f3 kh\u1ea3 n\u0103ng h\u1ecdc h\u1ecfi, suy lu\u1eadn v\u00e0 hi\u1ec3u ba y\u1ebfu t\u1ed1 ch\u00ednh c\u1ea7n t\u1eadp trung khi cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. \u0110\u1ed1i v\u1edbi c\u00e1c doanh nghi\u1ec7p, \u0111i\u1ec1u n\u00e0y \u0111\u1ed3ng ngh\u0129a v\u1edbi\u00a0 c\u00e1c nh\u00e2n vi\u00ean t\u1ed5ng \u0111\u00e0i c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o c\u00e1c nhi\u1ec7m v\u1ee5 c\u1ea7n chuy\u00ean m\u00f4n h\u01a1n.<\/p>\n<p>C\u00f3 nhi\u1ec1u s\u1ef1 kh\u00e1c bi\u1ec7t gi\u1eefa chatbot v\u00e0 IVA, v\u00e0 \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i hi\u1ec3u ch\u00fang \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh s\u00e1ng su\u1ed1t v\u1ec1 c\u00e1ch tri\u1ec3n khai ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng. Sau \u0111\u00e2y l\u00e0 nh\u1eefng v\u1ea5n \u0111\u1ec1 m\u00e0 c\u00e1c chatbot th\u01b0\u1eddng g\u1eb7p ph\u1ea3i:<\/p>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_1124\" aria-describedby=\"caption-attachment-1124\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1124\" title=\"T\u00ednh n\u0103ng v\u01b0\u1ee3t tr\u1ed9i c\u1ee7a tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/CB-v\u00e0-Virtual-Agent.jpg\" alt=\"T\u00ednh n\u0103ng v\u01b0\u1ee3t tr\u1ed9i c\u1ee7a tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh\" width=\"600\" height=\"359\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/CB-v\u00e0-Virtual-Agent.jpg 800w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/CB-v\u00e0-Virtual-Agent-300x180.jpg 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/CB-v\u00e0-Virtual-Agent-768x460.jpg 768w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-1124\" class=\"wp-caption-text\">03 t\u00ednh n\u0103ng v\u01b0\u1ee3t tr\u1ed9i c\u1ee7a Virtual Agent so v\u1edbi chatbot<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<blockquote>\n<h3><span id=\"1-Kha_nang_hieu_ngon_ngu_tu_nhien_linh_hoat_NLP\"><strong>1-Kh\u1ea3 n\u0103ng hi\u1ec3u ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean &amp; linh ho\u1ea1t (NLP)<\/strong><\/span><\/h3>\n<\/blockquote>\n<p>Chatbot th\u01b0\u1eddng kh\u00e1 n\u00f4ng c\u1ea1n khi tr\u1ea3 l\u1eddi c\u00e1c truy v\u1ea5n ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng ph\u1ee9c t\u1ea1p v\u00e0 \u0111i\u1ec1u n\u00e0y ph\u1ea7n l\u1edbn l\u00e0 do ch\u00fang thi\u1ebfu n\u1ec1n t\u1ea3ng v\u1eefng ch\u1eafc v\u1ec1 x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean (NLP). Do h\u1ea7u h\u1ebft c\u00e1c chatbot kh\u00f4ng s\u1eed d\u1ee5ng ho\u1eb7c t\u1eadn d\u1ee5ng c\u00e1c th\u01b0 vi\u1ec7n NLP m\u00e3 ngu\u1ed3n m\u1edf ch\u01b0a \u0111\u01b0\u1ee3c t\u00f9y ch\u1ec9nh ri\u00eang theo ng\u00e0nh h\u00e0ng ho\u1eb7c kh\u00e1ch h\u00e0ng c\u1ee5 th\u1ec3 n\u00ean c\u00e1c chatbot th\u01b0\u1eddng kh\u00f4ng hi\u1ec3u \u0111\u01b0\u1ee3c s\u1ef1 ph\u1ee9c t\u1ea1p c\u1ee7a cu\u1ed9c tr\u00f2 chuy\u1ec7n c\u1ee7a con ng\u01b0\u1eddi.<\/p>\n<figure id=\"attachment_1132\" aria-describedby=\"caption-attachment-1132\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1132\" title=\"tro ly ao thong minh nhan dien ngu canh\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/ph\u1ee7-\u0111\u1ecbnh.png\" alt=\"tro ly ao thong minh nhan dien ngu canh\" width=\"600\" height=\"365\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/ph\u1ee7-\u0111\u1ecbnh.png 1696w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/ph\u1ee7-\u0111\u1ecbnh-300x182.png 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/ph\u1ee7-\u0111\u1ecbnh-1024x622.png 1024w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/ph\u1ee7-\u0111\u1ecbnh-768x467.png 768w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/ph\u1ee7-\u0111\u1ecbnh-1536x934.png 1536w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-1132\" class=\"wp-caption-text\">Chatbot c\u1ee7a EM&amp;AI c\u00f3 kh\u1ea3 n\u0103ng nh\u1eadn di\u1ec7n ng\u00f4n ng\u1eef linh ho\u1ea1t<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>M\u1eb7c d\u00f9 m\u00e3 ngu\u1ed3n m\u1edf cung c\u1ea5p nhi\u1ec1u l\u1ee3i th\u1ebf, c\u00e1c m\u00f4 h\u00ecnh NLP chuy\u00ean bi\u1ec7t cho ng\u00e0nh h\u00e0ng ho\u1eb7c \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng ri\u00eang d\u1ef1a tr\u00ean d\u1eef li\u1ec7u c\u1ee7a t\u1eebng doanh nghi\u1ec7p s\u1ebd ho\u1ea1t \u0111\u1ed9ng hi\u1ec7u qu\u1ea3 h\u01a1n r\u1ea5t nhi\u1ec1u. \u0110\u1ec3 \u0111\u1ea1t \u0111i\u1ec1u n\u00e0y, tr\u1ee3 l\u00fd \u1ea3o s\u1eed d\u1ee5ng NLP ti\u00ean ti\u1ebfn, hi\u1ec3u ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean v\u00e0 k\u1ef9 thu\u1eadt qu\u1ea3n l\u00fd ng\u1eef c\u1ea3nh \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c m\u1ee9c \u0111\u1ed9 t\u1ef1 \u0111\u1ed9ng h\u00f3a cao m\u00e0 kh\u00f4ng l\u00e0m m\u1ea5t \u0111i \u0111\u1ed9 ch\u00ednh x\u00e1c.<\/p>\n<p>&nbsp;<\/p>\n<blockquote>\n<h3><span id=\"2-Quan_ly_theo_sat_boi_canh\"><strong>2-Qu\u1ea3n l\u00fd &amp; theo s\u00e1t b\u1ed1i c\u1ea3nh<\/strong><\/span><\/h3>\n<\/blockquote>\n<p>Chatbot th\u01b0\u1eddng thi\u1ebfu m\u1ed9t c\u00f4ng c\u1ee5 qu\u1ea3n l\u00fd h\u1ed9i tho\u1ea1i n\u00e2ng cao (dialog management) v\u00e0 thay v\u00e0o \u0111\u00f3 ph\u1ee5 thu\u1ed9c r\u1ea5t nhi\u1ec1u v\u00e0o h\u1ed9p tho\u1ea1i c\u00f3 c\u1ea5u tr\u00fac. \u0110i\u1ec1u n\u00e0y c\u00f3 ngh\u0129a l\u00e0 lu\u1ed3ng h\u1ed9i tho\u1ea1i \u0111\u01b0\u1ee3c \u0111i\u1ec1u khi\u1ec3n b\u1edfi bot v\u00e0 lu\u1ed3ng b\u1ecb ng\u1eaft khi bot kh\u00f4ng th\u1ec3 hi\u1ec3u \u0111\u01b0\u1ee3c \u00fd \u0111\u1ecbnh c\u1ee7a kh\u00e1ch h\u00e0ng. Chatbots th\u01b0\u1eddng kh\u00f4ng duy tr\u00ec b\u1ed1i c\u1ea3nh trong su\u1ed1t cu\u1ed9c tr\u00f2 chuy\u1ec7n v\u00e0 kh\u00f4ng th\u1ec3 hi\u1ec3u \u00fd \u0111\u1ecbnh c\u1ee7a kh\u00e1ch h\u00e0ng trong nhi\u1ec1u t\u00ecnh hu\u1ed1ng.<\/p>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_1131\" aria-describedby=\"caption-attachment-1131\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1131\" title=\"tro ly ao thong minh nhan dien ngu canh 1\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/b\u1ed1i-c\u1ea3nh.png\" alt=\"tro ly ao thong minh nhan dien ngu canh 1\" width=\"600\" height=\"473\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/b\u1ed1i-c\u1ea3nh.png 1129w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/b\u1ed1i-c\u1ea3nh-300x236.png 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/b\u1ed1i-c\u1ea3nh-1024x807.png 1024w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/b\u1ed1i-c\u1ea3nh-768x605.png 768w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-1131\" class=\"wp-caption-text\">Chatbots x\u00e2y d\u1ef1ng tr\u00ean n\u1ec1n t\u1ea3ng c\u1ee7a EM&amp;AI c\u00f3 kh\u1ea3 n\u0103ng qu\u1ea3n l\u00fd &amp; theo s\u00e1t b\u1ed1i c\u1ea3nh<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>Tr\u1ee3 l\u00fd \u1ea3o, m\u1eb7t kh\u00e1c, s\u1eed d\u1ee5ng h\u1ed9p tho\u1ea1i \u0111\u1ed9ng (dynamic dialog). Trong lo\u1ea1i h\u1ed9p tho\u1ea1i n\u00e0y, lu\u1ed3ng tr\u00f2 chuy\u1ec7n c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c ki\u1ec3m so\u00e1t b\u1edfi c\u1ea3 ng\u01b0\u1eddi d\u00f9ng ho\u1eb7c IVA. Do \u0111\u00f3, tr\u1ee3 l\u00fd \u1ea3o c\u0169ng c\u00f3 kh\u1ea3 n\u0103ng hi\u1ec3u \u0111\u01b0\u1ee3c \u00fd \u0111\u1ecbnh c\u1ee7a kh\u00e1ch h\u00e0ng, b\u1ea5t k\u1ec3 th\u1ee9 t\u1ef1 d\u1eef li\u1ec7u n\u00e0o \u0111\u01b0\u1ee3c \u0111\u01b0a ra trong su\u1ed1t cu\u1ed9c tr\u00f2 chuy\u1ec7n.<\/p>\n<p>&nbsp;<\/p>\n<blockquote>\n<h3><span id=\"3-Duy_tri_tinh_nhat_quan\"><strong>3-Duy tr\u00ec t\u00ednh nh\u1ea5t qu\u00e1n<\/strong><\/span><\/h3>\n<\/blockquote>\n<p>M\u1ed9t \u0111i\u1ec1u ng\u00e0y c\u00e0ng quan tr\u1ecdng \u0111\u1ed1i v\u1edbi c\u00e1c th\u01b0\u01a1ng hi\u1ec7u l\u00e0 kh\u00f4ng ch\u1ec9 c\u00f3 m\u1eb7t tr\u00ean nhi\u1ec1u k\u00eanh m\u00e0 c\u00f2n duy tr\u00ec t\u00ednh nh\u1ea5t qu\u00e1n tr\u00ean c\u00e1c k\u00eanh \u0111\u00f3. V\u00ec v\u1eady, khi kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u cu\u1ed9c tr\u00f2 chuy\u1ec7n qua \u0111i\u1ec7n tho\u1ea1i, h\u1ecd c\u00f3 th\u1ec3 ti\u1ebfp t\u1ee5c c\u00e1c cu\u1ed9c tr\u00f2 chuy\u1ec7n qua tin nh\u1eafn, ho\u1eb7c email&#8230;<\/p>\n<p>Chatbot kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng qu\u1ea3n l\u00fd \u0111a k\u00eanh &amp; \u0111\u1ecbnh danh v\u00ec v\u1eady kh\u00e1ch h\u00e0ng th\u01b0\u1eddng ph\u1ea3i b\u1eaft \u0111\u1ea7u l\u1ea1i khi h\u1ecd t\u01b0\u01a1ng t\u00e1c tr\u00ean m\u1ed9t k\u00eanh kh\u00e1c. \u0110i\u1ec1u n\u00e0y c\u00f3 th\u1ec3 g\u00e2y t\u1ed5n h\u1ea1i r\u1ea5t l\u1edbn \u0111\u1ebfn uy t\u00edn c\u1ee7a th\u01b0\u01a1ng hi\u1ec7u, b\u1edfi v\u00ec n\u00f3 kh\u00f4ng mang l\u1ea1i tr\u1ea3i nghi\u1ec7m li\u1ec1n m\u1ea1ch cho kh\u00e1ch h\u00e0ng.<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"Tieu_chi_nao_de_lua_chon_dung_tro_ly_ao_thong_minh\"><strong>Ti\u00eau ch\u00ed n\u00e0o \u0111\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u00fang tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh<\/strong><\/span><\/h2>\n<p>Ng\u00e0y c\u00e0ng c\u00f3 nhi\u1ec1u c\u00f4ng ngh\u1ec7 c\u00f3 th\u1ec3 gi\u00fap t\u1ef1 \u0111\u1ed9ng h\u00f3a tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. Tuy nhi\u00ean, \u0111i\u1ec1u quan tr\u1ecdng l\u00e0 ph\u1ea3i \u0111\u1ea3m b\u1ea3o r\u1eb1ng c\u00e1c c\u00f4ng ngh\u1ec7 n\u00e0y \u0111em \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng kh\u00e1c bi\u1ec7t.<\/p>\n<p>IVA c\u1ea7n mang \u0111\u1eb7c t\u00ednh th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ec3 kh\u1eb3ng \u0111\u1ecbnh gi\u00e1 tr\u1ecb c\u1ee7a doanh nghi\u1ec7p trong t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng. Doanh nghi\u1ec7p c\u1ee7a b\u1ea1n l\u00e0 \u0111\u1ed9c nh\u1ea5t!<\/p>\n<p>Do \u0111\u00f3 h\u00e3y ph\u1ea3n \u00e1nh \u0111i\u1ec1u n\u00e0y qua c\u00e1ch thi\u1ebft k\u1ebf c\u00e1 t\u00ednh th\u01b0\u01a1ng hi\u1ec7u trong c\u1ea3 b\u00ean ngo\u00e0i l\u1eabn n\u1ed9i dung h\u1ed9i tho\u1ea1i. M\u1ed9t n\u1ec1n t\u1ea3ng &amp; d\u1ecbch v\u1ee5 IVA t\u1ed1t c\u00f3 th\u1ec3 \u0111em \u0111\u1ebfn \u0111i\u1ec1u n\u00e0y cho doanh nghi\u1ec7p.<\/p>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_1125\" aria-describedby=\"caption-attachment-1125\" style=\"width: 600px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1125\" title=\"Ti\u00eau ch\u00ed n\u00e0o \u0111\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u00fang tro ly ao thong minh\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/ti\u00eau-ch\u00ed-ch\u1ecdn-Agent.jpg\" alt=\"Ti\u00eau ch\u00ed n\u00e0o \u0111\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u00fang tro ly ao thong minh\" width=\"600\" height=\"420\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/ti\u00eau-ch\u00ed-ch\u1ecdn-Agent.jpg 800w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/ti\u00eau-ch\u00ed-ch\u1ecdn-Agent-300x210.jpg 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2020\/06\/ti\u00eau-ch\u00ed-ch\u1ecdn-Agent-768x538.jpg 768w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><figcaption id=\"caption-attachment-1125\" class=\"wp-caption-text\">Ti\u00eau ch\u00ed n\u00e0o \u0111\u1ec3 l\u1ef1a ch\u1ecdn \u0111\u00fang Virtual Agent<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>M\u1ed9t tr\u1ee3 l\u00fd \u1ea3o th\u00f4ng minh l\u00fd t\u01b0\u1edfng c\u00f3:<\/p>\n<ul>\n<li><strong>Kh\u1ea3 n\u0103ng tr\u00f2 chuy\u1ec7n &amp; s\u1ef1 th\u00f4ng minh<\/strong><\/li>\n<li><strong>Omnichannel<\/strong><\/li>\n<li><strong>Di\u1ec5n \u0111\u1ea1t c\u00e1 t\u00ednh th\u01b0\u01a1ng hi\u1ec7u<\/strong><\/li>\n<li><strong>C\u00e1 nh\u00e2n h\u00f3a<\/strong><\/li>\n<li><strong>B\u1ea3o m\u1eadt<\/strong><\/li>\n<\/ul>\n<p>\u0110\u1ec3 \u0111\u01b0\u1ee3c t\u01b0 v\u1ea5n v\u1ec1 chi\u1ebfn l\u01b0\u1ee3c tri\u1ec3n khai ph\u00f9 h\u1ee3p cho doanh nghi\u1ec7p, h\u00e3y \u0111\u1ec3 l\u1ea1i th\u00f4ng tin<span style=\"color: #3366ff;\"> <a style=\"color: #3366ff;\" href=\"https:\/\/emandai.net\/lien-he-em-and-ai\/\"><em><strong>t\u1ea1i \u0111\u00e2y<\/strong><\/em><\/a> <\/span>, \u0111\u1ed9i ng\u0169 t\u01b0 v\u1ea5n s\u1ebd li\u00ean h\u1ec7 tr\u1ef1c ti\u1ebfp \u0111\u1ec3 h\u1ed7 tr\u1ee3.<\/p>\n<p>\u2014-<br \/>\nEM&amp;AI \u2013 N\u00e2ng cao tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng Vi\u1ec7t Nam<br \/>\nHotline: 0934 312 345<br \/>\nEmail: info@emandai.net<br \/>\nAddress: 7th floor, Duong Viet Building, 30 Nguyen Huu Tho, Danang, Vietnam<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Sau th\u1eddi gian d\u00e0i \u0111\u01b0\u1ee3c ca t\u1ee5ng l\u00e0 gi\u1ea3i ph\u00e1p m\u1edbi, gi\u00fap doanh nghi\u1ec7p ch\u0103m&#8230;<\/p>\n","protected":false},"author":2,"featured_media":1123,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[859,607,327],"tags":[258,260,365,367],"_links":{"self":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1122"}],"collection":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/comments?post=1122"}],"version-history":[{"count":11,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1122\/revisions"}],"predecessor-version":[{"id":1385,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1122\/revisions\/1385"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media\/1123"}],"wp:attachment":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media?parent=1122"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/categories?post=1122"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/tags?post=1122"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}