{"id":2473,"date":"2026-02-23T11:53:43","date_gmt":"2026-02-23T04:53:43","guid":{"rendered":"https:\/\/news.eloqasia.com\/?p=2473"},"modified":"2026-02-24T09:32:17","modified_gmt":"2026-02-24T02:32:17","slug":"chatbot-mat-xich-quan-trong-trong-chien-luoc-cua-doanh-nghiep","status":"publish","type":"post","link":"https:\/\/news.eloqasia.com\/?p=2473","title":{"rendered":"Chatbot: M\u1eaft x\u00edch quan tr\u1ecdng trong chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a doanh nghi\u1ec7p"},"content":{"rendered":"

Vi\u1ec7c hi\u1ec3u v\u00e0 ch\u1ecdn \u0111\u00fang lo\u1ea1i h\u00ecnh chatbot s\u1ebd l\u00e0 m\u1ed9t b\u01b0\u1edbc \u0111i quan tr\u1ecdng \u0111\u1ec3 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng.<\/span><\/i><\/p>\n

Xu h\u01b0\u1edbng thay \u0111\u1ed5i trong chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng<\/b><\/p>\n

Trong v\u00e0i n\u0103m tr\u1edf l\u1ea1i \u0111\u00e2y, chatbot \u0111\u00e3 chuy\u1ec3n t\u1eeb \u201cgi\u1ea3i ph\u00e1p th\u1eed nghi\u1ec7m\u201d sang m\u1ed9t ph\u1ea7n ch\u00ednh th\u1ee9c trong quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng c\u1ee7a doanh nghi\u1ec7p. Theo b\u00e1o c\u00e1o \u201cT\u01b0\u01a1ng lai c\u1ee7a Chatbot: H\u01a1n 80 s\u1ed1 li\u1ec7u th\u1ed1ng k\u00ea c\u1ee7a Chatbot n\u0103m 2025\u201d c\u1ee7a Tidio, kho\u1ea3ng 82% ng\u01b0\u1eddi tham gia s\u1eb5n s\u00e0ng l\u1ef1a ch\u1ecdn chatbot n\u1ebfu ph\u1ea3i ch\u1edd \u0111\u1ee3i \u0111\u1ec3 tr\u00f2 chuy\u1ec7n v\u1edbi nh\u00e2n vi\u00ean h\u1ed7 tr\u1ee3. B\u00ean c\u1ea1nh \u0111\u00f3, c\u00f3 24% doanh nghi\u1ec7p \u0111\u00e3 \u1ee9ng d\u1ee5ng chatbot \u0111\u00e1nh gi\u00e1 hi\u1ec7u qu\u1ea3 ho\u00e0n v\u1ed1n (ROI) l\u00e0 \u201cxu\u1ea5t s\u1eafc\u201d, v\u00e0 43% doanh nghi\u1ec7p \u0111ang chu\u1ea9n b\u1ecb tri\u1ec3n khai chatbot tin r\u1eb1ng c\u00f4ng ngh\u1ec7 n\u00e0y s\u1ebd mang l\u1ea1i l\u1ee3i \u00edch r\u00f5 r\u1ec7t cho ho\u1ea1t \u0111\u1ed9ng kinh doanh.<\/span><\/p>\n

C\u0169ng theo c\u00e1c nghi\u00ean c\u1ee9u g\u1ea7n \u0111\u00e2y, nh\u00f3m ng\u00e0nh th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed, vi\u1ec5n th\u00f4ng, F&B v\u00e0 t\u00e0i ch\u00ednh \u0111\u01b0\u1ee3c ghi nh\u1eadn l\u00e0 nh\u1eefng \u0111\u01a1n v\u1ecb \u1ee9ng d\u1ee5ng chatbot m\u1ea1nh nh\u1ea5t trong n\u0103m 2024\u20132025.<\/span><\/p>\n

S\u1eed d\u1ee5ng chatbot gi\u00fap c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng\u00a0<\/span><\/i><\/p>\n

Chatbot v\u00ec th\u1ebf kh\u00f4ng c\u00f2n l\u00e0 \u201c\u0111i\u1ec3m c\u1ed9ng\u201d cho doanh nghi\u1ec7p, m\u00e0 \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t ph\u1ea7n tr\u1ecdng y\u1ebfu. Khi kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng k\u1ef3 v\u1ecdng ph\u1ea3n h\u1ed3i trong v\u00e0i gi\u00e2y, doanh nghi\u1ec7p ph\u1ea3i \u0111\u1ea3m b\u1ea3o kh\u1ea3 n\u0103ng ph\u1ea3n h\u1ed3i li\u00ean t\u1ee5c 24\/7, nh\u1ea5t l\u00e0 tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng nh\u1eafn tin \u2013 n\u01a1i ng\u01b0\u1eddi d\u00f9ng Vi\u1ec7t Nam ho\u1ea1t \u0111\u1ed9ng nhi\u1ec1u nh\u1ea5t. Chatbot tr\u1edf th\u00e0nh m\u1ed9t m\u1eaft x\u00edch gi\u00fap doanh nghi\u1ec7p t\u1ed1i \u01b0u ngu\u1ed3n l\u1ef1c, duy tr\u00ec t\u00ednh nh\u1ea5t qu\u00e1n trong ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m xuy\u00ean su\u1ed1t.<\/span><\/p>\n

Tuy nhi\u00ean, khi th\u1ecb tr\u01b0\u1eddng xu\u1ea5t hi\u1ec7n h\u00e0ng lo\u1ea1t l\u1ef1a ch\u1ecdn, b\u00e0i to\u00e1n \u0111\u1eb7t ra cho doanh nghi\u1ec7p l\u00e0: lo\u1ea1i chatbot n\u00e0o m\u1edbi th\u1ef1c s\u1ef1 ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u v\u00e0 n\u0103ng l\u1ef1c hi\u1ec7n c\u00f3? S\u1ef1 l\u1ef1a ch\u1ecdn n\u00e0y kh\u00f4ng ch\u1ec9 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m ng\u01b0\u1eddi d\u00f9ng, m\u00e0 c\u00f2n quy\u1ebft \u0111\u1ecbnh hi\u1ec7u qu\u1ea3 v\u1eadn h\u00e0nh d\u00e0i h\u1ea1n.<\/span><\/p>\n

Ph\u00e2n lo\u1ea1i chatbot<\/b><\/p>\n

Hi\u1ec7n nay, doanh nghi\u1ec7p th\u01b0\u1eddng g\u1eb7p hai lo\u1ea1i chatbot ph\u1ed5 bi\u1ebfn nh\u1ea5t: Rule-Based Chatbot (chatbot d\u1ef1a tr\u00ean k\u1ecbch b\u1ea3n) v\u00e0 AI Chatbot (chatbot th\u00f4ng minh). D\u00f9 c\u00f9ng mang nhi\u1ec7m v\u1ee5 h\u1ed7 tr\u1ee3 giao ti\u1ebfp, hai nh\u00f3m l\u1ea1i c\u00f3 c\u00e1ch v\u1eadn h\u00e0nh v\u00e0 m\u1ee9c \u0111\u1ed9 linh ho\u1ea1t ho\u00e0n to\u00e0n kh\u00e1c nhau.<\/span><\/p>\n

V\u1edbi Rule-Based Chatbot, doanh nghi\u1ec7p thi\u1ebft l\u1eadp tr\u01b0\u1edbc c\u00e1c t\u00ecnh hu\u1ed1ng. \u0110\u00e2y l\u00e0 h\u00ecnh m\u1eabu m\u00e0 ph\u1ea7n l\u1edbn doanh nghi\u1ec7p Vi\u1ec7t t\u1eebng tri\u1ec3n khai trong giai \u0111o\u1ea1n \u0111\u1ea7u ti\u1ebfp c\u1eadn c\u00f4ng ngh\u1ec7, b\u1edfi c\u1ea5u tr\u00fac r\u00f5 r\u00e0ng, d\u1ec5 ki\u1ec3m so\u00e1t v\u00e0 ph\u00f9 h\u1ee3p v\u1edbi c\u00e1c quy tr\u00ecnh \u0111\u01a1n gi\u1ea3n. Chatbot d\u1ea1ng n\u00e0y gi\u1ed1ng nh\u01b0 m\u1ed9t h\u1ec7 th\u1ed1ng h\u01b0\u1edbng d\u1eabn t\u1ef1 \u0111\u1ed9ng, gi\u00fap kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng truy c\u1eadp th\u00f4ng tin ho\u1eb7c l\u1ef1a ch\u1ecdn \u0111\u00fang danh m\u1ee5c h\u1ecd c\u1ea7n.<\/span><\/p>\n

Trong khi \u0111\u00f3, AI Chatbot l\u00e0 m\u1ed9t \u201ctr\u1ee3 l\u00fd k\u1ef9 thu\u1eadt s\u1ed1\u201d th\u1ef1c th\u1ee5. Nh\u1edd t\u00edch h\u1ee3p NLP (x\u1eed l\u00fd ng\u00f4n ng\u1eef t\u1ef1 nhi\u00ean) v\u00e0 Machine Learning (m\u00e1y h\u1ecdc), ch\u00fang c\u00f3 kh\u1ea3 n\u0103ng ti\u1ebfp nh\u1eadn c\u00e2u h\u1ecfi theo ng\u1eef c\u1ea3nh, hi\u1ec3u c\u00e2u tr\u1ea3 l\u1eddi m\u01a1 h\u1ed3 ho\u1eb7c sai ch\u00ednh t\u1ea3. \u0110i\u1ec1u n\u00e0y gi\u00fap doanh nghi\u1ec7p kh\u00f4ng c\u1ea7n ph\u1ea3i x\u00e2y d\u1ef1ng k\u1ecbch b\u1ea3n c\u1ed1 \u0111\u1ecbnh cho m\u1ecdi t\u00ecnh hu\u1ed1ng, v\u00ec chatbot c\u00f3 th\u1ec3 t\u1ef1 \u0111\u01b0a ra ph\u1ea3n h\u1ed3i g\u1ea7n gi\u1ed1ng con ng\u01b0\u1eddi h\u01a1n.<\/span><\/p>\n

N\u00ean ch\u1ecdn lo\u1ea1i chatbot n\u00e0o?<\/b><\/p>\n

\u0110\u1ed1i v\u1edbi Rule-Based Chatbot, l\u1ef1a ch\u1ecdn n\u00e0y ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi doanh nghi\u1ec7p \u0111ang mu\u1ed1n b\u1eaft \u0111\u1ea7u d\u00f9ng chatbot. Nh\u1edd chi ph\u00ed th\u1ea5p v\u00e0 tri\u1ec3n khai nhanh, doanh nghi\u1ec7p c\u00f3 th\u1ec3 nhanh ch\u00f3ng t\u1ef1 \u0111\u1ed9ng ho\u00e1 c\u00e1c t\u00e1c v\u1ee5 l\u1eb7p l\u1ea1i nh\u01b0 FAQ, x\u1eed l\u00fd \u0111\u01a1n h\u00e0ng c\u01a1 b\u1ea3n hay h\u01b0\u1edbng d\u1eabn c\u00e1c b\u01b0\u1edbc th\u1ee7 t\u1ee5c.<\/span><\/p>\n

D\u00f9 Rule-Based chatbot ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi n\u1ed9i dung \u0111\u00e3 \u0111\u01b0\u1ee3c l\u1eadp tr\u00ecnh s\u1eb5n, doanh nghi\u1ec7p ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 t\u1ed1i \u01b0u ch\u00fang b\u1eb1ng c\u00e1ch n\u00e2ng c\u1ea5p trong qu\u00e1 tr\u00ecnh s\u1eed d\u1ee5ng \u0111\u1ec3 x\u1eed l\u00fd nh\u1eefng c\u00e2u h\u1ecfi ph\u1ee9c t\u1ea1p, ngo\u00e0i k\u1ecbch b\u1ea3n ho\u1eb7c c\u00e1c y\u00eau c\u1ea7u c\u1ea7n hi\u1ec3u ng\u1eef c\u1ea3nh d\u00e0i.<\/span><\/p>\n

V\u1edbi nh\u1eefng doanh nghi\u1ec7p mu\u1ed1n \u0111\u1ea7u t\u01b0 v\u00e0o h\u1ea1 t\u1ea7ng d\u1eef li\u1ec7u, gi\u00e1m s\u00e1t h\u1ec7 th\u1ed1ng v\u00e0 kh\u1ea3 n\u0103ng v\u1eadn h\u00e0nh c\u1ee7a b\u1ed9 m\u00e1y, AI Chatbot l\u00e0 c\u00f4ng c\u1ee5 h\u1eefu \u00edch \u0111\u1ec3 n\u00e2ng c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng. AI Chatbot c\u00f3 kh\u1ea3 n\u0103ng tr\u00f2 chuy\u1ec7n theo ng\u1eef c\u1ea3nh, ghi nh\u1edb th\u00f4ng tin tr\u01b0\u1edbc \u0111\u00f3 v\u00e0 c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m cho t\u1eebng kh\u00e1ch h\u00e0ng. Ch\u00fang ho\u1ea1t \u0111\u1ed9ng t\u1ed1t ngay c\u1ea3 khi ng\u01b0\u1eddi d\u00f9ng g\u00f5 sai ch\u00ednh t\u1ea3 ho\u1eb7c s\u1eed d\u1ee5ng ng\u00f4n ng\u1eef \u0111\u1eddi th\u01b0\u1eddng.<\/span><\/p>\n

K\u1ebft h\u1ee3p l\u00e0 t\u01b0 duy chi\u1ebfn l\u01b0\u1ee3c<\/b><\/p>\n

Kh\u00f4ng c\u00f3 m\u00f4 h\u00ecnh chatbot n\u00e0o \u201cho\u00e0n h\u1ea3o\u201d cho m\u1ecdi doanh nghi\u1ec7p. Thay v\u00e0o \u0111\u00f3, c\u00e1ch ti\u1ebfp c\u1eadn chi\u1ebfn l\u01b0\u1ee3c nh\u1ea5t l\u00e0 k\u1ebft h\u1ee3p. Doanh nghi\u1ec7p c\u00f3 th\u1ec3 b\u1eaft \u0111\u1ea7u v\u1edbi Rule-Based Chatbot \u0111\u1ec3 x\u00e2y d\u1ef1ng n\u1ec1n t\u1ea3ng v\u1eadn h\u00e0nh t\u1ef1 \u0111\u1ed9ng, gi\u1ea3m t\u1ea3i kh\u1ed1i l\u01b0\u1ee3ng c\u00f4ng vi\u1ec7c v\u00e0 thu th\u1eadp d\u1eef li\u1ec7u v\u1ec1 h\u00e0nh vi ng\u01b0\u1eddi d\u00f9ng.<\/span><\/p>\n

Khi \u0111\u00e3 c\u00f3 d\u1eef li\u1ec7u \u0111\u1ee7 l\u1edbn v\u00e0 quy tr\u00ecnh ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng \u1ed5n \u0111\u1ecbnh, doanh nghi\u1ec7p c\u00f3 th\u1ec3 n\u00e2ng c\u1ea5p ho\u1eb7c b\u1ed5 sung AI Chatbot \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a tr\u1ea3i nghi\u1ec7m. Hai h\u1ec7 th\u1ed1ng n\u00e0y ho\u00e0n to\u00e0n c\u00f3 th\u1ec3 ho\u1ea1t \u0111\u1ed9ng song song, ph\u1ee5c v\u1ee5 c\u00e1c nh\u00f3m nhu c\u1ea7u kh\u00e1c nhau.<\/span><\/p>\n

\u0110i\u1ec3n h\u00ecnh nh\u01b0 n\u1ec1n t\u1ea3ng Viber, v\u1ed1n \u0111\u00e3 cung c\u1ea5p h\u1ec7 th\u1ed1ng chatbot cho doanh nghi\u1ec7p trong nhi\u1ec1u n\u0103m. Tu\u1ef3 nhu c\u1ea7u, Viber h\u1ed7 tr\u1ee3 x\u00e2y d\u1ef1ng c\u1ea3 chatbot theo k\u1ecbch b\u1ea3n l\u1eabn chatbot t\u00edch h\u1ee3p AI. \u0110i\u1ec1u \u0111\u00e1ng ch\u00fa \u00fd l\u00e0 tr\u1ea3i nghi\u1ec7m trong chatbot Viber kh\u00f4ng ch\u1ec9 gi\u1edbi h\u1ea1n \u1edf v\u0103n b\u1ea3n \u2013 doanh nghi\u1ec7p c\u00f3 th\u1ec3 d\u00f9ng carousel, h\u00ecnh \u1ea3nh, GIF ho\u1eb7c nh\u00e3n d\u00e1n th\u01b0\u01a1ng hi\u1ec7u \u0111\u1ec3 t\u1ea1o s\u1ef1 sinh \u0111\u1ed9ng v\u00e0 t\u0103ng m\u1ee9c \u0111\u1ed9 ghi nh\u1edb c\u1ee7a ng\u01b0\u1eddi d\u00f9ng. Nh\u1edd \u0111\u00f3, chatbot tr\u00ean c\u00e1c \u1ee9ng d\u1ee5ng nh\u1eafn tin kh\u00f4ng ch\u1ec9 l\u00e0 c\u00f4ng c\u1ee5 t\u1ef1 \u0111\u1ed9ng h\u00f3a m\u00e0 c\u00f2n tr\u1edf th\u00e0nh m\u1ed9t tr\u1ee3 l\u00fd giao ti\u1ebfp h\u1eefu \u00edch cho th\u01b0\u01a1ng hi\u1ec7u.<\/span><\/p>\n

Chatbot kh\u00f4ng ph\u1ea3i l\u00e0 l\u00e0 gi\u1ea3i ph\u00e1p t\u1ee9c th\u1eddi m\u00e0 c\u00f2n l\u00e0 c\u00e2u chuy\u1ec7n d\u00e0i h\u1ea1n c\u1ee7a ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 d\u1eef li\u1ec7u. L\u1ea5y kh\u00e1ch h\u00e0ng l\u00e0m trung t\u00e2m c\u1ee7a chuy\u1ec3n \u0111\u1ed5i s\u1ed1, vi\u1ec7c ch\u1ecdn \u0111\u00fang chatbot s\u1ebd l\u00e0 kh\u1edfi \u0111\u1ea7u t\u1ed1t cho doanh nghi\u1ec7p.<\/span><\/p>\n

\u0110\u1ec3 bi\u1ebft th\u00eam th\u00f4ng tin v\u1ec1 t\u00ednh n\u0103ng Chatbot c\u1ee7a Viber, doanh nghi\u1ec7p c\u00f3 th\u1ec3 truy c\u1eadp \u0111\u01b0\u1eddng link sau: <\/span>https:\/\/www.forbusiness.viber.com\/en\/blog\/post\/viber-chatbots-everything-you-need-to-know\/<\/span><\/a>\u00a0<\/span><\/p>\n

Th\u00f4ng c\u00e1o b\u00e1o ch\u00ed ph\u00e1t h\u00e0nh b\u1edfi\u00a0<\/span><\/span>EloQ Communications<\/a>\u00a0<\/span><\/span><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Vi\u1ec7c hi\u1ec3u v\u00e0 ch\u1ecdn \u0111\u00fang lo\u1ea1i h\u00ecnh chatbot s\u1ebd l\u00e0 m\u1ed9t b\u01b0\u1edbc \u0111i quan tr\u1ecdng \u0111\u1ec3 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng. Xu h\u01b0\u1edbng thay \u0111\u1ed5i trong chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng Trong v\u00e0i n\u0103m tr\u1edf l\u1ea1i \u0111\u00e2y, chatbot \u0111\u00e3 chuy\u1ec3n Read More …<\/a><\/p>\n","protected":false},"author":76,"featured_media":2474,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[1328,369,129,536,40],"yoast_head":"\nChatbot: M\u1eaft x\u00edch quan tr\u1ecdng trong chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a doanh nghi\u1ec7p - EloQ's Newsroom<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.eloqasia.com\/?p=2473\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Chatbot: M\u1eaft x\u00edch quan tr\u1ecdng trong chi\u1ebfn l\u01b0\u1ee3c c\u1ee7a doanh nghi\u1ec7p - EloQ's Newsroom\" \/>\n<meta property=\"og:description\" content=\"Vi\u1ec7c hi\u1ec3u v\u00e0 ch\u1ecdn \u0111\u00fang lo\u1ea1i h\u00ecnh chatbot s\u1ebd l\u00e0 m\u1ed9t b\u01b0\u1edbc \u0111i quan tr\u1ecdng \u0111\u1ec3 ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng. 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