Design and implementation of a VoIP PBX integrated Vietnamese virtual assistant: a case study

ABSTRACT As digitization is integrated into daily life, media are increasingly transferred over the Internet. Voice-over-Internet Protocol (VoIP), the most popular media transfer technology, is attracting many researchers and investments. The application of Artificial Intelligence (AI) technology into the Private Branch Exchange (PBX) has played a pivotal role in enhancing the customer experience and is able to unite employees in any company. One technology application used to optimize customer experience in a call centre is the use of an automatic PBX integrated with a Virtual Assistant (VA), which interacts directly with the PBX through voice and in multiple languages without any keystrokes. The Interactive Voice Response (IVR) module forwards the customer’s call to an operator or supports automatic processing. This solution can help businesses to handle thousands of calls per day with optimal performance, thus creating a customer care campaign that quickly reaches many users. A PBX integrated with Vietnamese Virtual Assistants (VVA) on an AI technology platform will also help businesses to cut down on operator costs with automated calls. Through comparison with a traditional PBX, this article analyzes, evaluates and optimizes an automatic PBX system with integrated VVA, thereby offering efficient solutions for interest companies.