In order to strengthen the relationship and cooperation between the Faculty, the University and businesses as well as create conditions for students to access new technologies used in businesses. At the same time, provide students with basic knowledge about AI, explore new technology trends and encourage students to participate in creating and developing new ideas in applying AI technology to the Call Center system as well as career orientation for students after graduation. On March 28th, 2025, at meeting room A0101, Tan Phong Campus, the Faculty of Electrical and Electronics Engineering (FEEE), Ton Duc Thang University, in collaboration with businesses, organized a specialized report for students with the topic: "Application of AI Technology in Enterprise Call Center Systems".
Attending the specialized report were Mr. Do The Huy - Director of TEKERS Technology Co., Ltd.; Mr. Ngo Quang Dat - Admissions Lead, TEL4VN Telecom Solutions Co., Ltd.; Leaders of the FEEE; Lecturers from the Department of Electronics and Telecommunications; and a large number of students from the FEEE. The program began with a welcome speech and an introduction of the attendees by the Faculty leadership. Following this, Mr. Do The Huy and Mr. Ngo Quang Dat delivered a report and shared insights with students on the "Overview of Traditional Enterprise Call Centers and Their Limitations". Artificial Intelligence (AI) is revolutionizing the enterprise call center field, providing numerous advantages over traditional models. Speech-to-Text and Text-to-Speech technologies enable the conversion of voice to text and vice versa, facilitating more efficient call handling. Chatbots and Voicebots offer automated customer response capabilities, handling basic inquiries without the need for direct human intervention. Moreover, AI assists call center agents by analyzing real-time data, predicting customer behavior, and suggesting appropriate responses. Compared to traditional call centers, AI-integrated call centers enhance efficiency, reduce operational costs, and optimize customer experience through natural language processing, AI Agents, and in-depth data analysis. Large corporations have successfully implemented AI into large-scale call center systems, while small and medium-sized enterprises can leverage AI to improve services at a more reasonable cost. However, applying AI in call centers still faces many challenges, such as data security, the ability to handle complex situations, and reliance on advanced technology infrastructure. In the future, AI is expected to continue to develop strongly in the call center sector, with higher automation and deeper integration into business processes. Enterprises need to experiment and optimize AI in real-world environments to fully leverage the potential of this technology.
The specialized report concluded with a lively Q&A session between students, Mr. Do The Huy, Mr. Ngo Quang Dat, and the lecturers of the FEEE. Through the specialized report, the leadership of the FEEE hopes students gain a deeper understanding of AI applications in real life, thereby contributing to career orientation for students.
Some photos of the specialized report:
