AI Agents: New advances in chatbots and callbots in the era of intelligent communication

In the digital transformation picture of 2025, Conversational AI (Conversational AI) are entering a new phase: chatbots and callbots no longer only serve as automatic response tools. Thanks to the combination of artificial intelligence, natural language processing and deep learning, they are transforming into AI Agents Smart – can understand emotions, grasp context and proactively communicate across channels like a true customer care specialist.

These systems deliver personalized, natural and emotional experiences, helping businesses improve operational efficiency and service quality in the digital era.

1. Popular customer communication AI solutions

In the digital transformation journey, Conversational AI becoming an essential tool to help businesses maintain 24/7 interaction, reduce employee workload and improve customer experience across many different channels. Let’s learn about popular conversational AI solutions today.

Chatbot – Multi-channel text communication platform

What is Chatbot??

Chatbot is artificial intelligence software programmed to automatically chat with users via text, often appearing on website livechat, social network messaging platforms, mobile applications or customer care channels on e-commerce platforms. Thanks to the integration Natural language processing (NLP) and machine learning (Machine Learning)chatbots can understand context, recognize user intentions, and respond more flexibly and naturally instead of just responding according to a fixed scenario.

Callbot – Voice switchboard assistant automatic

Callbot is an artificial intelligence system capable of making and receiving voice calls, acting as a virtual operator that can chat with thousands of customers at the same time. This technology is developed based on three main pillars: ASR (Automatic Speech Recognition), NLU (Natural Language Understanding) and TTS (Text-to-Speech).

Voicebot – AI voice that interacts naturally

Voicebot is a voice communication AI technology that allows users to look up information, perform operations or receive instant feedback without having to enter text or call a real operator. Voicebot is directly integrated into mobile applications, websites, IoT devices or internal business systems, providing a more natural and faster conversation experience.

Voicebot technology combines many in-depth AI capabilities including: ASR (Automatic Speech Recognition), NLU (Natural Language Understanding) and TTS (Text-to-Speech).

2. AI Agents – Outstanding level of development of Conversational AI

If chatbots, callbots, and voicebots are the three foundational forms of communication of conversational AI, then AI Agents is a higher level of development, where artificial intelligence not only responds but also acts, makes decisions and coordinates tasks like a real employee in the enterprise system.

AI Agents inherit all the capabilities of previous conversation technologies (language understanding, voice recognition, natural feedback) but are upgraded with the ability to: Understand context and emotions, autonomy and intelligent actions, multi-channel communication and continuous learning ability.

AI Agents marks the transition from reactive AI to proactive AI, from “answering questions” to “understanding, predicting and acting”. They not only help businesses save on personnel costs, but also expand their ability to serve customers at scale, with a personalized, natural and consistent experience across every touchpoint.

3. FPT.AI – Pioneer brand in AI Agents in Vietnam

As a pioneer in the field of AI in Vietnam, FPT.AI continuously updates the latest technologies to build and develop the AI ​​Agents ecosystem, providing smart, unified communication solutions on all interaction channels.

FPT.AI products help businesses automate customer care, optimize operational processes and enhance user experience through natural language understanding, voice recognition and contextual feedback. Currently, FPT.AI solutions have been applied in many fields such as banking, finance, insurance, e-commerce and public services, contributing to Helps businesses reduce call center costs by up to 60% and increase request processing efficiency by 90%.

The development of customer communication AI shows that businesses are entering a stage where technology not only supports, but also completely changes the way people interact with services. From chatbots, callbots, voicebots to AI Agents, every conversational AI is gradually evolving into an intelligent system that understands context and emotions, providing more natural, personalized experiences than ever before.

Experience FPT.AI’s smart conversation ecosystem at https://fpt.ai/vi/ – a platform that helps businesses enter the era of intelligent communication and comprehensive automation.