{"id":23099,"date":"2025-07-16T14:00:52","date_gmt":"2025-07-16T07:00:52","guid":{"rendered":"https:\/\/gcloudvn.com\/?p=23099"},"modified":"2025-07-17T10:09:48","modified_gmt":"2025-07-17T03:09:48","slug":"google-cloud-ccai-automation-anywhere-nang-cao-trai-nghiem-khach-hang-doanh-nghiep-len-tam-cao-moi","status":"publish","type":"post","link":"https:\/\/gcloudvn.com\/en\/kienthuc\/google-cloud-ccai-automation-anywhere-nang-cao-trai-nghiem-khach-hang-doanh-nghiep-len-tam-cao-moi\/","title":{"rendered":"Google Cloud CCAI &#038; Automation Anywhere: N\u00e2ng Cao Tr\u1ea3i Nghi\u1ec7m Kh\u00e1ch H\u00e0ng Doanh Nghi\u1ec7p L\u00ean T\u1ea7m Cao M\u1edbi"},"content":{"rendered":"<section class=\"wpb-content-wrapper\"><div class=\"vc_row wpb_row vc_row-fluid\"><div class=\"wpb_column vc_column_container vc_col-sm-12\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">\n\t<div class=\"wpb_text_column wpb_content_element\" >\n\t\t<div class=\"wpb_wrapper\">\n\t\t\t<p>\u0110\u1ea1i d\u1ecbch v\u1eeba qua \u0111\u00e3 khi\u1ebfn l\u01b0u l\u01b0\u1ee3ng truy c\u1eadp t\u1ed5ng \u0111\u00e0i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u0103ng v\u1ecdt t\u1edbi 300%, \u0111\u1eb7t ra \u00e1p l\u1ef1c l\u1edbn l\u00ean kh\u1ea3 n\u0103ng x\u1eed l\u00fd c\u1ee7a c\u00e1c trung t\u00e2m ch\u0103m s\u00f3c. \u0110\u1ec3 \u1ee9ng ph\u00f3 v\u1edbi s\u1ef1 gia t\u0103ng \u0111\u1ed9t bi\u1ebfn n\u00e0y v\u00e0 b\u1eaft k\u1ecbp v\u1edbi nhu c\u1ea7u ng\u00e0y c\u00e0ng cao c\u1ee7a kh\u00e1ch h\u00e0ng, nhi\u1ec1u doanh nghi\u1ec7p \u0111\u00e3 tri\u1ec3n khai t\u1ef1 \u0111\u1ed9ng h\u00f3a d\u01b0\u1edbi d\u1ea1ng c\u00e1c t\u00e1c nh\u00e2n \u1ea3o (virtual agents). Nh\u1eefng t\u00e1c nh\u00e2n n\u00e0y \u0111\u00f3ng vai tr\u00f2 l\u00e0 tuy\u1ebfn h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111\u1ea7u ti\u00ean \u2013 v\u00e0 \u0111\u00f4i khi l\u00e0 cu\u1ed1i c\u00f9ng. M\u1ee9c \u0111\u1ed9 hi\u1ec7u qu\u1ea3 c\u1ee7a c\u00e1c t\u00e1c nh\u00e2n \u1ea3o trong vi\u1ec7c cung c\u1ea5p d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng k\u1ecbp th\u1eddi v\u00e0 to\u00e0n di\u1ec7n ph\u1ee5 thu\u1ed9c r\u1ea5t nhi\u1ec1u v\u00e0o c\u01a1 s\u1edf h\u1ea1 t\u1ea7ng c\u1ee7a trung t\u00e2m ch\u0103m s\u00f3c c\u0169ng nh\u01b0 s\u1ee9c m\u1ea1nh c\u1ee7a gi\u1ea3i ph\u00e1p t\u1ef1 \u0111\u1ed9ng h\u00f3a.<\/p>\n<p><a href=\"https:\/\/gcloudvn.com\/en\/kienthuc\/google-cloud-ccai-automation-anywhere-nang-cao-trai-nghiem-khach-hang-doanh-nghiep-len-tam-cao-moi\/attachment\/f5c5d9da-9125-4da3-93d6-5975c59b9649_1280x720\/\" rel=\"attachment wp-att-23101\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-23101\" src=\"https:\/\/gcloudvn.com\/wp-content\/uploads\/2025\/07\/f5c5d9da-9125-4da3-93d6-5975c59b9649_1280x720.jpg\" alt=\"\" width=\"1280\" height=\"720\" srcset=\"https:\/\/gcloudvn.com\/wp-content\/uploads\/2025\/07\/f5c5d9da-9125-4da3-93d6-5975c59b9649_1280x720.jpg 1280w, https:\/\/gcloudvn.com\/wp-content\/uploads\/2025\/07\/f5c5d9da-9125-4da3-93d6-5975c59b9649_1280x720-768x432.jpg 768w, https:\/\/gcloudvn.com\/wp-content\/uploads\/2025\/07\/f5c5d9da-9125-4da3-93d6-5975c59b9649_1280x720-18x10.jpg 18w\" sizes=\"auto, (max-width: 1280px) 100vw, 1280px\" \/><\/a><\/p>\n<p>Gi\u1edd \u0111\u00e2y, c\u00e1c nh\u00e0 cung c\u1ea5p d\u1ecbch v\u1ee5 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 b\u1eaft \u0111\u1ea7u \u0111\u1ecbnh h\u00ecnh l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u1edbi Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u0111\u00e0m tho\u1ea1i (Conversational AI) v\u00e0 t\u1eadn d\u1ee5ng m\u1ed1i quan h\u1ec7 h\u1ee3p t\u00e1c chi\u1ebfn l\u01b0\u1ee3c gi\u1eefa <a href=\"https:\/\/gcloudvn.com\/en\/google-cloud-platform\/\">Google Cloud<\/a> v\u00e0 Automation Anywhere \u0111\u1ec3 hi\u1ec7n \u0111\u1ea1i h\u00f3a ho\u1ea1t \u0111\u1ed9ng c\u1ee7a m\u00ecnh. S\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa gi\u1ea3i ph\u00e1p Google Cloud Contact Center AI (CCAI) v\u00e0 n\u1ec1n t\u1ea3ng Automation 360 g\u1ed1c \u0111\u00e1m m\u00e2y c\u1ee7a Automation Anywhere s\u1ebd gi\u00fap c\u00e1c trung t\u00e2m li\u00ean l\u1ea1c duy tr\u00ec l\u1ee3i th\u1ebf c\u1ea1nh tranh b\u1eb1ng c\u00e1ch c\u1ea3i thi\u1ec7n c\u00e1c ch\u1ec9 s\u1ed1 hi\u1ec7u su\u1ea5t v\u00e0 m\u1ee9c \u0111\u1ed9 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng, v\u01b0\u1ee3t tr\u00ean nh\u1eefng k\u1ef3 v\u1ecdng kh\u00f4ng ng\u1eebng t\u0103ng cao.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_80 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewbox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewbox=\"0 0 24 24\" version=\"1.2\" baseprofile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/gcloudvn.com\/en\/kienthuc\/google-cloud-ccai-automation-anywhere-nang-cao-trai-nghiem-khach-hang-doanh-nghiep-len-tam-cao-moi\/#Thong_tin_phan_manh_kho_tiep_can_%E2%80%93_Thach_thuc_cua_Doanh_nghiep\" >Th\u00f4ng tin ph\u00e2n m\u1ea3nh, kh\u00f3 ti\u1ebfp c\u1eadn \u2013 Th\u00e1ch th\u1ee9c c\u1ee7a Doanh nghi\u1ec7p<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/gcloudvn.com\/en\/kienthuc\/google-cloud-ccai-automation-anywhere-nang-cao-trai-nghiem-khach-hang-doanh-nghiep-len-tam-cao-moi\/#Tac_nhan_ao_duoc_ho_tro_boi_RPA_va_AI_Buoc_dot_pha_moi\" >T\u00e1c nh\u00e2n \u1ea3o \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 b\u1edfi RPA v\u00e0 AI: B\u01b0\u1edbc \u0111\u1ed9t ph\u00e1 m\u1edbi<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/gcloudvn.com\/en\/kienthuc\/google-cloud-ccai-automation-anywhere-nang-cao-trai-nghiem-khach-hang-doanh-nghiep-len-tam-cao-moi\/#Khai_thac_toi_da_tiem_nang_cung_TELUS_International\" >Khai th\u00e1c t\u1ed1i \u0111a ti\u1ec1m n\u0103ng c\u00f9ng TELUS International<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/gcloudvn.com\/en\/kienthuc\/google-cloud-ccai-automation-anywhere-nang-cao-trai-nghiem-khach-hang-doanh-nghiep-len-tam-cao-moi\/#Ket_luan\" >Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Thong_tin_phan_manh_kho_tiep_can_%E2%80%93_Thach_thuc_cua_Doanh_nghiep\"><\/span>Th\u00f4ng tin ph\u00e2n m\u1ea3nh, kh\u00f3 ti\u1ebfp c\u1eadn \u2013 Th\u00e1ch th\u1ee9c c\u1ee7a Doanh nghi\u1ec7p<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Trong nhi\u1ec1u n\u0103m qua, h\u1ea7u h\u1ebft c\u00e1c trung t\u00e2m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u0111\u00e3 t\u00edch l\u0169y m\u1ed9t l\u01b0\u1ee3ng l\u1edbn th\u00f4ng tin tr\u00ean c\u00e1c h\u1ec7 th\u1ed1ng kh\u00e1c nhau, th\u01b0\u1eddng d\u1eabn \u0111\u1ebfn m\u1ed9t h\u1ea1 t\u1ea7ng r\u1eddi r\u1ea1c v\u00e0 thi\u1ebfu k\u1ebft n\u1ed1i. H\u1eadu qu\u1ea3 l\u00e0, c\u1ea3 t\u1ed5ng \u0111\u00e0i vi\u00ean v\u00e0 c\u00e1c t\u00e1c nh\u00e2n \u1ea3o \u0111\u1ec1u g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng ng\u00e0y c\u00e0ng cao c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 d\u1ecbch v\u1ee5 nhanh ch\u00f3ng, ch\u00ednh x\u00e1c v\u00e0 \u0111\u1ea7y \u0111\u1ee7.<\/p>\n<p>Khi thi\u1ebfu v\u1eafng ph\u1ea7n m\u1ec1m v\u00e0 h\u1ea1 t\u1ea7ng \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt, c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean ph\u1ea3i th\u1ef1c hi\u1ec7n thao t\u00e1c &#8220;t\u00ecm ki\u1ebfm th\u1ee7 c\u00f4ng&#8221; \u2013 li\u00ean t\u1ee5c \u0111\u0103ng nh\u1eadp v\u00e0o c\u00e1c h\u1ec7 th\u1ed1ng kh\u00e1c nhau, s\u00e0ng l\u1ecdc h\u1ed3 s\u01a1, sao ch\u00e9p th\u00f4ng tin c\u1ea7n thi\u1ebft v\u00e0 quy\u1ebft \u0111\u1ecbnh h\u00e0nh \u0111\u1ed9ng ti\u1ebfp theo. C\u00e1ch ti\u1ebfp c\u1eadn n\u00e0y kh\u00f4ng th\u1ec3 gi\u00fap gi\u1ea3m th\u1eddi gian x\u1eed l\u00fd trung b\u00ecnh (AHT), gi\u1ea3m thi\u1ec3u l\u1ed7i quy tr\u00ecnh hay t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n<p>Trong m\u1ed9t m\u00f4i tr\u01b0\u1eddng b\u1ecb chia c\u1eaft th\u00f4ng tin nh\u01b0 v\u1eady, c\u00e1c t\u00e1c nh\u00e2n \u1ea3o c\u0169ng g\u1eb7p h\u1ea1n ch\u1ebf khi kh\u00f4ng th\u1ec3 k\u1ebft n\u1ed1i \u0111\u1ebfn t\u1ea5t c\u1ea3 c\u00e1c h\u1ec7 th\u1ed1ng d\u1eef li\u1ec7u v\u00e0 \u1ee9ng d\u1ee5ng li\u00ean quan. \u0110i\u1ec1u n\u00e0y c\u0169ng l\u00e0m gi\u1ea3m kh\u1ea3 n\u0103ng h\u1ed7 tr\u1ee3 t\u1ed5ng \u0111\u00e0i vi\u00ean c\u1ee7a h\u1ecd. Th\u00f4ng th\u01b0\u1eddng, m\u1ed9t t\u00e1c nh\u00e2n \u1ea3o ch\u1ec9 c\u00f3 th\u1ec3 x\u1eed l\u00fd c\u00e1c y\u00eau c\u1ea7u c\u01a1 b\u1ea3n c\u1ee7a kh\u00e1ch h\u00e0ng, v\u00ed d\u1ee5 nh\u01b0 cung c\u1ea5p s\u1ed1 d\u01b0 t\u00e0i kho\u1ea3n cho kh\u00e1ch h\u00e0ng ng\u00e2n h\u00e0ng. \u0110\u1ed1i v\u1edbi c\u00e1c y\u00eau c\u1ea7u ph\u1ee9c t\u1ea1p h\u01a1n, nh\u01b0 \u0111\u0103ng k\u00fd h\u1ea1n m\u1ee9c t\u00edn d\u1ee5ng, t\u00e1c nh\u00e2n \u1ea3o v\u1eabn ph\u1ea3i chuy\u1ec3n kh\u00e1ch h\u00e0ng cho t\u1ed5ng \u0111\u00e0i vi\u00ean, v\u00e0 l\u00fac \u0111\u00f3, thao t\u00e1c &#8220;t\u00ecm ki\u1ebfm th\u1ee7 c\u00f4ng&#8221; l\u1ea1i b\u1eaft \u0111\u1ea7u.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Tac_nhan_ao_duoc_ho_tro_boi_RPA_va_AI_Buoc_dot_pha_moi\"><\/span>T\u00e1c nh\u00e2n \u1ea3o \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 b\u1edfi RPA v\u00e0 AI: B\u01b0\u1edbc \u0111\u1ed9t ph\u00e1 m\u1edbi<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>S\u1ef1 k\u1ebft h\u1ee3p gi\u1eefa Google Cloud Contact Center AI (CCAI) v\u00e0 n\u1ec1n t\u1ea3ng RPA Automation 360 c\u1ee7a Automation Anywhere c\u00f3 th\u1ec3 gi\u00fap c\u00e1c trung t\u00e2m li\u00ean l\u1ea1c khai th\u00e1c t\u1ed1i \u0111a l\u1ee3i \u00edch t\u1eeb vi\u1ec7c s\u1eed d\u1ee5ng t\u00e1c nh\u00e2n \u1ea3o, t\u1eeb \u0111\u00f3 l\u00e0m phong ph\u00fa th\u00eam tr\u1ea3i nghi\u1ec7m t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng. H\u01a1n n\u1eefa, b\u1eb1ng c\u00e1ch t\u00edch h\u1ee3p t\u1ef1 \u0111\u1ed9ng h\u00f3a, m\u1edf r\u1ed9ng c\u00e1c giao di\u1ec7n l\u1eadp tr\u00ecnh \u1ee9ng d\u1ee5ng (API) v\u00e0 t\u1ea1o ra c\u00e1c quy tr\u00ecnh m\u1edbi cho t\u00e1c nh\u00e2n \u1ea3o, c\u00e1c nh\u00f3m ph\u1ee5 tr\u00e1ch tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 h\u1ee3p l\u00fd h\u00f3a ho\u1ea1t \u0111\u1ed9ng, cho ph\u00e9p ng\u01b0\u1eddi d\u00f9ng nhanh ch\u00f3ng truy c\u1eadp th\u00f4ng tin c\u1ea7n thi\u1ebft. \u0110i\u1ec1u n\u00e0y gi\u00fap gi\u1ea3m thi\u1ec3u \u0111\u00e1ng k\u1ec3 thao t\u00e1c &#8220;t\u00ecm ki\u1ebfm th\u1ee7 c\u00f4ng&#8221; v\u1ed1n k\u00e9m hi\u1ec7u qu\u1ea3.<\/p>\n<p>Automation 360 cho ph\u00e9p c\u00e1c t\u00e1c nh\u00e2n \u1ea3o c\u1ee7a CCAI truy c\u1eadp v\u00e0o t\u1ea5t c\u1ea3 c\u00e1c h\u1ec7 th\u1ed1ng v\u00e0 \u1ee9ng d\u1ee5ng, c\u1ea3 trong h\u1ea1 t\u1ea7ng c\u0169 l\u1eabn h\u1ea1 t\u1ea7ng hi\u1ec7n \u0111\u1ea1i, gi\u00fap gi\u1ea3i quy\u1ebft m\u1ecdi tr\u01b0\u1eddng h\u1ee3p nhanh ch\u00f3ng v\u00e0 d\u1ec5 d\u00e0ng. T\u00e1c nh\u00e2n \u1ea3o kh\u00f4ng ch\u1ec9 c\u00f3 th\u1ec3 ph\u1ea3n h\u1ed3i nhanh h\u01a1n v\u1edbi c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi m\u00e0 c\u00f2n c\u00f3 th\u1ec3 ho\u00e0n th\u00e0nh c\u00e1c y\u00eau c\u1ea7u ph\u1ee9c t\u1ea1p h\u01a1n, t\u1eeb \u0111\u1ea7u \u0111\u1ebfn cu\u1ed1i. V\u1edbi RPA, kh\u00e1ch h\u00e0ng \u0111ang ghi nh\u1eadn hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng c\u1ee7a trung t\u00e2m li\u00ean l\u1ea1c \u0111\u01b0\u1ee3c c\u1ea3i thi\u1ec7n t\u1edbi 66% \u0111\u1ed3ng th\u1eddi v\u01b0\u1ee3t m\u1ee5c ti\u00eau gi\u1ea3m th\u1eddi gian x\u1eed l\u00fd trung b\u00ecnh (AHT) c\u1ee7a h\u1ecd.<\/p>\n<p>Ngo\u00e0i ra, Google Cloud CCAI Dialogflow, m\u1ed9t n\u1ec1n t\u1ea3ng ph\u00e1t tri\u1ec3n to\u00e0n di\u1ec7n, cung c\u1ea5p s\u1ee9c m\u1ea1nh cho c\u00e1c t\u00e1c nh\u00e2n \u1ea3o \u2013 chatbot v\u00e0 voicebot \u2013 v\u1edbi Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o \u0111\u00e0m tho\u1ea1i (<a href=\"https:\/\/gcloudvn.com\/en\/google-customer-engagement-ai-suite\/\">Conversational AI<\/a>) \u0111\u1ec3 mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng s\u1ed1ng \u0111\u1ed9ng m\u1ecdi l\u00fac kh\u00e1ch h\u00e0ng li\u00ean h\u1ec7 v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u. CCAI Agent Assist h\u1ed7 tr\u1ee3 t\u1ed5ng \u0111\u00e0i vi\u00ean v\u1edbi h\u01b0\u1edbng d\u1eabn t\u1eebng b\u01b0\u1edbc, c\u00e1c c\u00e2u tr\u1ea3 l\u1eddi s\u1eb5n s\u00e0ng v\u00e0 c\u00e1c ph\u1ea3n h\u1ed3i chu\u1ea9n b\u1ecb s\u1eb5n. CCAI Insights x\u00e1c \u0111\u1ecbnh c\u00e1c ch\u1ec9 s\u1ed1 quan tr\u1ecdng nh\u01b0 nguy\u00ean nh\u00e2n cu\u1ed9c g\u1ecdi v\u00e0 t\u00e2m l\u00fd kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh l\u00e0m vi\u1ec7c.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Khai_thac_toi_da_tiem_nang_cung_TELUS_International\"><\/span>Khai th\u00e1c t\u1ed1i \u0111a ti\u1ec1m n\u0103ng c\u00f9ng TELUS International<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>TELUS International, nh\u00e0 cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1 h\u00e0ng \u0111\u1ea7u v\u00e0 l\u00e0 \u0111\u1ed1i t\u00e1c l\u00e2u n\u0103m c\u1ee7a c\u1ea3 Google Cloud l\u1eabn Automation Anywhere, \u0111\u00e3 v\u00e0 \u0111ang t\u1eadn d\u1ee5ng c\u00e1c t\u00e1c nh\u00e2n \u1ea3o \u0111\u1ec3 n\u00e2ng cao tr\u1ea3i nghi\u1ec7m c\u1ee7a c\u1ea3 nh\u00e2n vi\u00ean v\u00e0 kh\u00e1ch h\u00e0ng.<\/p>\n<p><a href=\"https:\/\/gcloudvn.com\/en\/kienthuc\/google-cloud-ccai-automation-anywhere-nang-cao-trai-nghiem-khach-hang-doanh-nghiep-len-tam-cao-moi\/attachment\/maxresdefault-6-2\/\" rel=\"attachment wp-att-23100\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-23100\" src=\"https:\/\/gcloudvn.com\/wp-content\/uploads\/2025\/07\/maxresdefault-6.jpg\" alt=\"\" width=\"1280\" height=\"720\" srcset=\"https:\/\/gcloudvn.com\/wp-content\/uploads\/2025\/07\/maxresdefault-6.jpg 1280w, https:\/\/gcloudvn.com\/wp-content\/uploads\/2025\/07\/maxresdefault-6-768x432.jpg 768w, https:\/\/gcloudvn.com\/wp-content\/uploads\/2025\/07\/maxresdefault-6-18x10.jpg 18w\" sizes=\"auto, (max-width: 1280px) 100vw, 1280px\" \/><\/a><\/p>\n<p>Jim Radzicki, Gi\u00e1m \u0111\u1ed1c C\u00f4ng ngh\u1ec7 (CTO) c\u1ee7a TELUS International, gi\u1ea3i th\u00edch: \u201cCh\u00fang t\u00f4i r\u1ea5t t\u1ef1 h\u00e0o v\u1ec1 gi\u00e1 tr\u1ecb to l\u1edbn m\u00e0 m\u00ecnh c\u00f3 th\u1ec3 mang l\u1ea1i cho kh\u00e1ch h\u00e0ng th\u00f4ng qua vi\u1ec7c k\u1ebft h\u1ee3p chuy\u00ean m\u00f4n v\u1ec1 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 chuy\u1ec3n \u0111\u1ed5i k\u1ef9 thu\u1eadt s\u1ed1 c\u00f9ng v\u1edbi c\u00e1c gi\u1ea3i ph\u00e1p \u0111\u1ed5i m\u1edbi t\u1eeb c\u00e1c \u0111\u1ed1i t\u00e1c c\u00f4ng ngh\u1ec7 c\u1ee7a ch\u00fang t\u00f4i. V\u00ed d\u1ee5, th\u00f4ng qua vi\u1ec7c t\u1eadn d\u1ee5ng Google Cloud Contact Center AI v\u00e0 t\u00edch h\u1ee3p RPA c\u1ee7a Automation Anywhere, ch\u00fang t\u00f4i c\u00f3 th\u1ec3 m\u1edf r\u1ed9ng kh\u1ea3 n\u0103ng c\u1ee7a c\u00e1c t\u00e1c nh\u00e2n \u1ea3o \u0111\u1ec3 x\u1eed l\u00fd \u0111a d\u1ea1ng h\u01a1n c\u00e1c y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng, \u0111\u1ed3ng th\u1eddi cho ph\u00e9p c\u00e1c th\u00e0nh vi\u00ean trong nh\u00f3m c\u1ee7a ch\u00fang t\u00f4i t\u1eadp trung v\u00e0o nh\u1eefng cu\u1ed9c tr\u00f2 chuy\u1ec7n quan tr\u1ecdng nh\u1ea5t v\u00e0 t\u1ea1o ra s\u1ef1 k\u1ebft n\u1ed1i \u00fd ngh\u0129a v\u1edbi m\u1ed7i kh\u00e1ch h\u00e0ng.\u201d<\/p>\n<p>V\u1edbi CCAI v\u00e0 Automation 360, c\u00e1c t\u00e1c nh\u00e2n \u1ea3o c\u00f3 th\u1ec3 gi\u00fap c\u00e1c trung t\u00e2m li\u00ean l\u1ea1c cung c\u1ea5p d\u1ecbch v\u1ee5 to\u00e0n di\u1ec7n, ch\u00ednh x\u00e1c 24\/7, t\u1ea5t c\u1ea3 \u0111\u1ec1u g\u00f3p ph\u1ea7n lo\u1ea1i b\u1ecf th\u1eddi gian ch\u1edd \u0111\u1ee3i \u2013 ngay c\u1ea3 khi l\u01b0u l\u01b0\u1ee3ng truy c\u1eadp l\u1edbn. V\u00e0 \u0111\u00e2y m\u1edbi ch\u1ec9 l\u00e0 kh\u1edfi \u0111\u1ea7u.<\/p>\n<p>V\u1edbi k\u1ebf ho\u1ea1ch t\u00edch h\u1ee3p s\u00e2u h\u01a1n gi\u1eefa Automation 360 v\u00e0 CCAI, RPA c\u00f3 th\u1ec3 t\u0103ng c\u01b0\u1eddng kh\u1ea3 n\u0103ng c\u1ee7a CCAI Agent Assist \u0111\u1ec3 h\u1ed7 tr\u1ee3 c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean con ng\u01b0\u1eddi b\u1eb1ng c\u00e1ch \u0111\u01b0a th\u00f4ng tin nh\u1ea1y c\u1ea3m theo t\u1eebng tr\u01b0\u1eddng h\u1ee3p ch\u01b0a \u0111\u01b0\u1ee3c khai th\u00e1c \u0111\u1ebfn trong t\u1ea7m tay h\u1ecd. H\u01a1n n\u1eefa, Automation 360 Bot Insight c\u00f3 th\u1ec3 b\u1ed5 sung cho CCAI Insights c\u0169ng nh\u01b0 Intelligent Insights c\u1ee7a TELUS International (m\u1ed9t n\u1ec1n t\u1ea3ng \u0111\u1ed9c l\u1eadp v\u1edbi c\u00f4ng c\u1ee5 \u0111\u1ec3 gi\u00e1m s\u00e1t v\u00e0 qu\u1ea3n l\u00fd c\u00e1c gi\u1ea3i ph\u00e1p v\u00e0 bot RPA) v\u1edbi c\u00e1c ch\u1ec9 s\u1ed1 truy c\u1eadp d\u1eef li\u1ec7u backend.<\/p>\n<p>T\u1ea1i Google Cloud v\u00e0 Automation Anywhere, Google s\u1ebd ti\u1ebfp t\u1ee5c ph\u00e1t tri\u1ec3n gi\u1ea3i ph\u00e1p trung t\u00e2m li\u00ean l\u1ea1c c\u1ee7a m\u00ecnh \u0111\u1ec3 m\u1edf r\u1ed9ng kh\u1ea3 n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a, nh\u1eb1m mang l\u1ea1i d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t h\u01a1n v\u00e0 s\u1ef1 h\u00e0i l\u00f2ng cao h\u01a1n cho kh\u00e1ch h\u00e0ng. Thay v\u00ec li\u00ean t\u1ee5c &#8220;t\u00ecm ki\u1ebfm th\u1ee7 c\u00f4ng&#8221; c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean m\u1ed9t l\u1ea7n n\u1eefa c\u00f3 th\u1ec3 tr\u1edf th\u00e0nh trung t\u00e2m c\u1ee7a ho\u1ea1t \u0111\u1ed9ng trung t\u00e2m cu\u1ed9c g\u1ecdi, \u0111\u01b0a c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd \u2013 v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u2013 l\u00ean m\u1ed9t t\u1ea7m cao m\u1edbi.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Ket_luan\"><\/span>Conclusion<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Nh\u01b0 chia s\u1ebb t\u1eeb TELUS International, ti\u1ec1m n\u0103ng c\u1ee7a s\u1ef1 h\u1ee3p t\u00e1c gi\u1eefa Google Cloud Contact Center AI (CCAI) v\u00e0 n\u1ec1n t\u1ea3ng RPA Automation 360 l\u00e0 v\u00f4 c\u00f9ng l\u1edbn, h\u1ee9a h\u1eb9n gi\u1ea3m \u0111\u00e1ng k\u1ec3 th\u1eddi gian x\u1eed l\u00fd v\u00e0 n\u00e2ng cao s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00e2y kh\u00f4ng ch\u1ec9 l\u00e0 v\u1ec1 t\u1ef1 \u0111\u1ed9ng h\u00f3a, m\u00e0 l\u00e0 v\u1ec1 vi\u1ec7c t\u00e1i \u0111\u1ecbnh ngh\u0129a vai tr\u00f2 c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean, \u0111\u01b0a h\u1ecd tr\u1edf l\u1ea1i v\u1ecb tr\u00ed trung t\u00e2m trong vi\u1ec7c mang l\u1ea1i gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1 cho m\u1ed7i t\u01b0\u01a1ng t\u00e1c.<\/p>\n<p>N\u1ebfu doanh nghi\u1ec7p c\u1ee7a b\u1ea1n \u0111ang t\u00ecm ki\u1ebfm gi\u1ea3i ph\u00e1p \u0111\u1ec3 hi\u1ec7n \u0111\u1ea1i h\u00f3a trung t\u00e2m li\u00ean l\u1ea1c, t\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng v\u00e0 khai th\u00e1c tri\u1ec7t \u0111\u1ec3 s\u1ee9c m\u1ea1nh c\u1ee7a AI v\u00e0 RPA, \u0111\u1eebng ng\u1ea7n ng\u1ea1i. H\u00e3y li\u00ean h\u1ec7 ngay v\u1edbi <a href=\"https:\/\/gcloudvn.com\/en\/dang-ky-dung-thu\/\"><b>Gimasys<\/b><\/a>, \u0111\u1ed1i t\u00e1c Google Cloud Premier h\u00e0ng \u0111\u1ea7u t\u1ea1i Vi\u1ec7t Nam. V\u1edbi kinh nghi\u1ec7m chuy\u00ean s\u00e2u v\u00e0 \u0111\u1ed9i ng\u0169 chuy\u00ean gia t\u1eadn t\u00e2m, ch\u00fang t\u00f4i s\u1ebd t\u01b0 v\u1ea5n v\u00e0 tri\u1ec3n khai gi\u1ea3i ph\u00e1p Google Cloud Contact Center AI k\u1ebft h\u1ee3p Automation Anywhere ph\u00f9 h\u1ee3p nh\u1ea5t, gi\u00fap doanh nghi\u1ec7p b\u1ea1n v\u01b0\u1ee3t l\u00ean m\u1ecdi th\u00e1ch th\u1ee9c v\u00e0 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng \u0111\u1ec9nh cao.<\/p>\n\n\t\t<\/div>\n\t<\/div>\n<div class=\"vc_empty_space\"   style=\"height: 32px\"><span class=\"vc_empty_space_inner\"><\/span><\/div><div class=\"vc_btn3-container vc_btn3-center\" ><a class=\"vc_general vc_btn3 vc_btn3-size-md vc_btn3-shape-rounded vc_btn3-style-modern vc_btn3-color-primary\" href=\"https:\/\/gcloudvn.com\/en\/google-customer-engagement-ai-suite\/\" title=\"\">T\u00ecm hi\u1ec3u th\u00eam v\u1ec1 Customer Engagement Suite<\/a><\/div><div class=\"vc_empty_space\"   style=\"height: 32px\"><span class=\"vc_empty_space_inner\"><\/span><\/div><div class=\"templatera_shortcode\"><div class=\"vc_row wpb_row vc_row-fluid\"><div class=\"wpb_column vc_column_container vc_col-sm-12\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"vc_message_box vc_message_box-standard vc_message_box-rounded vc_color-blue\" ><div class=\"vc_message_box-icon\"><i class=\"vc-mono vc-mono-technorati\"><\/i><\/div><p><a href=\"https:\/\/gcloudvn.com\/en\/main-logo-1\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-664\" src=\"https:\/\/gcloudvn.com\/wp-content\/uploads\/2021\/06\/main-logo-1.png\" alt=\"\" width=\"221\" height=\"72\" srcset=\"https:\/\/gcloudvn.com\/wp-content\/uploads\/2021\/06\/main-logo-1.png 214w, https:\/\/gcloudvn.com\/wp-content\/uploads\/2021\/06\/main-logo-1-18x6.png 18w, https:\/\/gcloudvn.com\/wp-content\/uploads\/2021\/06\/main-logo-1-183x60.png 183w\" sizes=\"auto, (max-width: 221px) 100vw, 221px\" \/><\/a>As a senior partner of Google in Vietnam, Gimasys has more than 10+ years of experience, consulting on implementing digital transformation for 2000+ domestic corporations. Some typical customers Jetstar, Dien Quan Media, Heineken, Jollibee, Vietnam Airline, HSC, SSI...<\/p>\n<p>Gimasys is currently a strategic partner of many major technology companies in the world such as Salesforce, Oracle Netsuite, Tableau, Mulesoft.<\/p>\n<p>Contact Gimasys - Google Cloud Premier Partner for advice on strategic solutions suitable to the specific needs of your business:<\/p>\n<ul>\n<li>Email: gcp@gimasys.com<\/li>\n<li>Hotline: 0974 417 099<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"\u0110\u1ea1i d\u1ecbch v\u1eeba qua \u0111\u00e3 khi\u1ebfn l\u01b0u l\u01b0\u1ee3ng truy c\u1eadp t\u1ed5ng \u0111\u00e0i ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng t\u0103ng v\u1ecdt t\u1edbi 300%, \u0111\u1eb7t ra \u00e1p l\u1ef1c l\u1edbn l\u00ean kh\u1ea3 n\u0103ng x\u1eed l\u00fd c\u1ee7a c\u00e1c trung t\u00e2m ch\u0103m s\u00f3c. \u0110\u1ec3 \u1ee9ng ph\u00f3 v\u1edbi&hellip;","protected":false},"author":2,"featured_media":23101,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1,135],"tags":[],"class_list":["post-23099","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kienthuc","category-google-cloud-platform","entry","has-media"],"_links":{"self":[{"href":"https:\/\/gcloudvn.com\/en\/wp-json\/wp\/v2\/posts\/23099","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/gcloudvn.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/gcloudvn.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/gcloudvn.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/gcloudvn.com\/en\/wp-json\/wp\/v2\/comments?post=23099"}],"version-history":[{"count":0,"href":"https:\/\/gcloudvn.com\/en\/wp-json\/wp\/v2\/posts\/23099\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/gcloudvn.com\/en\/wp-json\/wp\/v2\/media\/23101"}],"wp:attachment":[{"href":"https:\/\/gcloudvn.com\/en\/wp-json\/wp\/v2\/media?parent=23099"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/gcloudvn.com\/en\/wp-json\/wp\/v2\/categories?post=23099"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/gcloudvn.com\/en\/wp-json\/wp\/v2\/tags?post=23099"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}