Description of the IT Solution

The proposed IT solution from FPT involves the implementation of a Virtual

Agent for Call Center with low-code/no-code capabilities. This system will
provide a simple, easy-to-use interface that allows IT employees to automate
call center operations without the need for extensive coding or technical
expertise. The system will enable agents to develop and implement customer
interaction scripts on an AI-integrated switchboard, reducing the burden on IT
staff and empowering call center agents to take ownership of customer
interactions.

Description of the IT Solution

The proposed IT solution involves the implementation of a Virtual Agent for

Call Center with low-code/no-code capabilities. This system will provide a
simple, easy-to-use interface that allows IT employees to automate call center
operations without the need for extensive coding or technical expertise. The
system will enable agents to develop and implement customer interaction scripts
on an AI-integrated switchboard, reducing the burden on IT staff and
empowering call center agents to take ownership of customer interactions.

Explanation of Alignment with Organizational Goals and Strategies

The proposed Virtual Agent for Call Center aligns with the organization's goals
and strategies by addressing the following key points:

1. Operational Efficiency: By automating call center operations and enabling

low-code/no-code development, the system contributes to operational efficiency,
allowing IT staff to focus on higher-value tasks and empowering call center
agents to deliver better customer service.

2. Customer Experience Improvement: The AI-integrated switchboard system

allows call center agents to develop and implement customer interaction scripts,
leading to improved customer experience and satisfaction.

3. Resource Optimization: The system optimizes resource allocation by enabling

call center agents to take on IT-related tasks, reducing the dependency on IT
staff for routine operations.

Economic analysis:

The economic analysis of the costs and benefits of the proposed system will
involve evaluating the expenses associated with implementing the Virtual Agent
for Call Center and the potential benefits it offers. This includes the initial
investment, ongoing operational costs, and the expected returns and advantages
of the system. Additionally, we will discuss the risks involved and strategies to
mitigate them. After that, we will address the system's fit with the IT investment
portfolio of the organization.

The risks:

Potential technical challenges such as system integration issues, data migration

complexities, and the need for robust cybersecurity measures. Operational risks
could include resistance to change from call center staff and the impact on
existing processes. Financial risks may involve budget overruns, unexpected
expenses, and the need for additional resources. We will then outline specific
strategies to address each of these risks and ensure a successful implementation
of the Virtual Agent for Call Center.