The Da Nang-based EM&AI JSC in late November finished as a runner-up at TECHFEST 2020 hosted by the Ministry of Science and Technology. Possessing two remarkable products, namely Virtual Quality Controller (Virtual QC) and Virtual Agent, EM&AI has risen to fame as one of Viet Nam’s pioneering companies in promoting intensive research into state-of-art Natural Language Processing (NLP) technology, the hardest branch of artificial intelligence (AI) for delivering better customer experience. 

The Da Nang-based EM&AI JSC is one of Viet Nam’s pioneering companies in promoting intensive research into state-of-art NLP technology

Virtual QC is an automated call assessment solution based on EM&AI’s proprietary machine learning technologies such as Vietnamese NLP, Speech to text, and Sentiment Analysis & Criteria Mapping.

This comprehensive is built for the purpose of monitoring and measuring service quality exclusively for call centres. In particular, Speaker Diarization is one of the platform’s outstanding features as it supports voice separation of customers and employees for more accurate evaluation results.

In addition, Virtual QC system can handle input data with low sound quality caused by contact center working environment, and helps businesses easily train and customise models according to their needs.

Additionally, the platform is integrate seamlessly to CRM, database, contact centre software to get livestream data, evaluate and deliver results in seconds.

Interestingly, Virtual QC may take users by surprise by identifying the emotions of the agent/customer through detecting emotional vocabulary and amplitude anomalies of voice.

Last, but not least, the product boasts a friendly interface, and being intuitive, easy to use for everyone and really quick to deploy.

In addition to the Virtual QC, EM&AI has made the debut of Virtual Agent, which is a conversational AI platform that powers automated conversations between a business and its customers via social media, on website, application, or even on voice assistants like Google Home.

Compared to Virtual QC, Virtual Agent is no less highly inviting as it can plan for any complex scenarios with context management, create more human-like conversations with NLP technology, and improve the productivity of Contact Center with Hybrid Chat.

In his more detailed explanations on Virtual Agent, EM&AI Director Le Ngoc Tri gave an example that, in banks, there is an agency tasked with supporting customers to open bank cards. The agency’s staff must make calls to their customers to obtain such necessary information as name, ID number and address and then make appointments to bank cards handover. Such professional steps can performed automatically by Virtual Agent.

Till date, EM&AI has build up a resilient network of about 20 customers nationwide, and the majority of them are active in the aspects of finance and banking.

Under its forthcoming business strategies for next year, the two aforementioned tech products will feature English versions targeting potential customers in Asian and European markets, plus ones in the Korean and Japanese languages.

Besides its success at TECHFEST 2020 with its two aforementioned products, EM&AI won the top prize in the Startup Pitching 2020 contest organised by the Viet Nam Software and IT Services Association (VINASA) in November, and the Innovative Financial Technology Solution award at the Orient Commercial Joint Stock Bank (OCB)- held Open API Challenge contest early this moth.

Also encouragingly, EM&AI stands proudly as the only Vietnamese company to secure a berth in the top 30 prospective startups at the Global Open Innovation Korea contest held by the Korea Trade-Investment Promotion Agency (KOTRA) in late October.

By KHANG NINH – Translated by A.T