{"id":19665,"date":"2025-01-06T10:29:57","date_gmt":"2025-01-06T03:29:57","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=19665"},"modified":"2025-01-08T08:51:53","modified_gmt":"2025-01-08T01:51:53","slug":"du-doan-ve-trai-nghiem-cua-khach-hang","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/du-doan-ve-trai-nghiem-cua-khach-hang\/","title":{"rendered":"15 d\u1ef1 \u0111o\u00e1n v\u1ec1 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng cho n\u0103m 2025"},"content":{"rendered":"

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 nghi\u00ean c\u1ee9u c\u1ee7a Forbes d\u1ef1a tr\u00ean d\u1ef1 \u0111o\u00e1n c\u1ee7a 208 nh\u00e0 l\u00e3nh \u0111\u1ea1o kh\u00e1c nhau trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 v\u00e0 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng cho n\u0103m 2025.<\/p>\n

1. C\u00e1c th\u01b0\u01a1ng hi\u1ec7u h\u00e0ng \u0111\u1ea7u s\u1ebd h\u1ed7 tr\u1ee3 ng\u01b0\u1eddi ti\u00eau d\u00f9ng qu\u1ea3n l\u00fd ng\u00e2n s\u00e1ch v\u00e0 mua s\u1eafm th\u00f4ng minh h\u01a1n<\/h2>\n

\"C\u00e1c<\/p>\n

Chris Cubba<\/a>, CRO t\u1ea1i\u00a0Snipp<\/a>\u00a0, d\u1ef1 \u0111o\u00e1n:<\/p>\n

“Do kinh t\u1ebf v\u1eabn kh\u00f3 kh\u0103n v\u1edbi \u0111a s\u1ed1 ng\u01b0\u1eddi ti\u00eau d\u00f9ng, d\u1ef1 \u0111o\u00e1n c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh ho\u00e0n ti\u1ec1n do th\u01b0\u01a1ng hi\u1ec7u t\u00e0i tr\u1ee3 s\u1ebd c\u00f3 s\u1ef1 gia t\u0103ng m\u1ea1nh m\u1ebd. Nh\u1eefng \u01b0u \u0111\u00e3i n\u00e0y c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c th\u1ef1c hi\u1ec7n ng\u1eafn h\u1ea1n theo t\u1eebng chi\u1ebfn d\u1ecbch ho\u1eb7c \u0111\u01b0\u1ee3c t\u00edch h\u1ee3p s\u1eb5n trong n\u1ec1n t\u1ea3ng c\u00f3 t\u00ednh n\u0103ng kh\u00e1ch h\u00e0ng trung th\u00e0nh. C\u00f4ng ngh\u1ec7 li\u00ean quan \u0111\u1ebfn qu\u00e9t bi\u00ean lai s\u1ebd \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng nhi\u1ec1u h\u01a1n \u0111\u1ec3 h\u1ed7 tr\u1ee3 c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh n\u00e0y, mang \u0111\u1ebfn tr\u1ea3i nghi\u1ec7m \u0111\u01a1n gi\u1ea3n, th\u00e2n thi\u1ec7n h\u01a1n cho ng\u01b0\u1eddi ti\u00eau d\u00f9ng. \u0110\u1ed3ng th\u1eddi, xu h\u01b0\u1edbng n\u00e0y gi\u00fap c\u00e1c th\u01b0\u01a1ng hi\u1ec7u hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 h\u00e0nh vi thay \u0111\u1ed5i c\u1ee7a kh\u00e1ch h\u00e0ng, theo \u0111\u00f3 t\u1ed1i \u01b0u h\u00f3a ng\u00e2n s\u00e1ch ti\u1ebfp th\u1ecb, gi\u00fap ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh mua s\u1eafm th\u00f4ng minh h\u01a1n.”<\/p>\n

Jessica Sunderland<\/a>, Gi\u00e1m \u0111\u1ed1c,Tr\u01b0\u1edfng nh\u00f3m kinh doanh Amazon t\u1ea1i Kepler<\/a>, \u0111\u1ed3ng t\u00ecnh v\u00e0 n\u00f3i th\u00eam:<\/p>\n

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“V\u1edbi kh\u1ea3 n\u0103ng cao c\u00e1c m\u1ee9c thu\u1ebf nh\u1eadp kh\u1ea9u cao*<\/strong> s\u1ebd \u0111\u01b0\u1ee3c \u00e1p d\u1ee5ng v\u00e0o n\u0103m 2025, ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00f3 th\u1ec3 k\u1ef3 v\u1ecdng gi\u00e1 c\u1ea3 s\u1ebd t\u0103ng \u0111\u1ec3 ph\u00f9 h\u1ee3p v\u1edbi l\u1ea1m ph\u00e1t. Khi l\u1ea1m ph\u00e1t t\u0103ng, ng\u01b0\u1eddi ti\u00eau d\u00f9ng c\u00f3 xu h\u01b0\u1edbng mua s\u1eafm th\u00f4ng minh h\u01a1n thay v\u00ec mua theo c\u1ea3m h\u1ee9ng. H\u1ecd tr\u1edf n\u00ean nh\u1ea1y c\u1ea3m h\u01a1n v\u1edbi gi\u00e1 c\u1ea3 v\u00e0 c\u00e2n nh\u1eafc k\u1ef9 l\u01b0\u1ee1ng tr\u01b0\u1edbc khi mua \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o quy\u1ebft \u0111\u1ecbnh \u0111\u00fang \u0111\u1eafn. Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o (AI) s\u1ebd \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng, gi\u00fap c\u00e1 nh\u00e2n h\u00f3a tr\u1ea3i nghi\u1ec7m mua s\u1eafm ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a t\u1eebng ng\u01b0\u1eddi ti\u00eau d\u00f9ng.<\/p>\n

Amazon \u0111\u00e3 b\u1eaft \u0111\u1ea7u t\u00edch h\u1ee3p AI v\u00e0o c\u00e1c n\u1ec1n t\u1ea3ng c\u1ee7a m\u00ecnh, ch\u1eb3ng h\u1ea1n nh\u01b0 t\u1ea1o danh s\u00e1ch mua s\u1eafm d\u1ef1a tr\u00ean l\u1ecbch s\u1eed mua h\u00e0ng v\u00e0 t\u1ed5ng h\u1ee3p c\u00e1c \u0111\u00e1nh gi\u00e1 \u0111\u1ec3 gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh. Rufus, c\u00f4ng ngh\u1ec7 AI c\u1ee7a Amazon \u0111\u01b0\u1ee3c c\u00f4ng b\u1ed1 trong n\u0103m nay, \u0111ang \u0111\u01b0\u1ee3c c\u1ea3i ti\u1ebfn li\u00ean t\u1ee5c. Rufus s\u1eed d\u1ee5ng AI t\u1ea1o sinh \u0111\u1ec3 tr\u1ea3 l\u1eddi c\u00e1c c\u00e2u h\u1ecfi c\u1ee5 th\u1ec3 c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch tr\u1ef1c ti\u1ebfp. Khi c\u00f4ng ngh\u1ec7 n\u00e0y ng\u00e0y c\u00e0ng ph\u00e1t tri\u1ec3n, n\u00f3 c\u00f3 th\u1ec3 h\u1ed7 tr\u1ee3 ng\u01b0\u1eddi ti\u00eau d\u00f9ng nh\u1ea1y c\u1ea3m v\u1ec1 gi\u00e1 c\u1ea3 v\u1edbi c\u00e1c c\u00e2u h\u1ecfi nh\u01b0 \u201ch\u00f4m nay c\u00f3 \u01b0u \u0111\u00e3i t\u1ed1t nh\u1ea5t n\u00e0o cho m\u00e1y h\u00fat b\u1ee5i kh\u00f4ng d\u00e2y kh\u00f4ng?\u201d ho\u1eb7c \u201cth\u1eddi \u0111i\u1ec3m n\u00e0o l\u00e0 t\u1ed1t nh\u1ea5t \u0111\u1ec3 mua TV tr\u00ean Amazon?\u201d gi\u00fap h\u1ecd \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh mua s\u1eafm hi\u1ec7u qu\u1ea3 h\u01a1n.”<\/p>\n<\/div>\n<\/div>\n

(*) Note: \u00c1p d\u1ee5ng cho Hoa K\u1ef3<\/p>\n

Trong khi \u0111\u00f3, Angie Westbrock, CEO c\u1ee7a Standard AI, nh\u1ea5n m\u1ea1nh nh\u1eefng g\u00ec c\u00f3 th\u1ec3 x\u1ea3y ra trong l\u0129nh v\u1ef1c b\u00e1n l\u1ebb truy\u1ec1n th\u1ed1ng:<\/p>\n

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\u201cKhi l\u1ea1m ph\u00e1t ti\u1ebfp t\u1ee5c v\u00e0 b\u1ea5t \u1ed5n kinh t\u1ebf gia t\u0103ng, ch\u00fang ta s\u1ebd th\u1ea5y chi ti\u00eau c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng cho c\u00e1c d\u1ecbch v\u1ee5 kh\u00f4ng thi\u1ebft y\u1ebfu nh\u01b0 giao \u0111\u1ed3 \u0103n gi\u1ea3m v\u00e0o n\u0103m 2025. Ng\u01b0\u1eddi ti\u00eau d\u00f9ng s\u1ebd chuy\u1ec3n sang c\u00e1c gi\u1ea3i ph\u00e1p thay th\u1ebf ti\u1ebft ki\u1ec7m chi ph\u00ed nh\u01b0 n\u1ea5u \u0103n t\u1ea1i nh\u00e0 ho\u1eb7c t\u00f9y ch\u1ecdn nh\u1eadn h\u00e0ng t\u1ea1i c\u1eeda h\u00e0ng. Ch\u00fang ta s\u1ebd th\u1ea5y c\u00e1c c\u1eeda h\u00e0ng t\u1ea1p h\u00f3a \u0111i\u1ec1u ch\u1ec9nh \u0111\u1ec3 t\u1eadn d\u1ee5ng s\u1ef1 thay \u0111\u1ed5i n\u00e0y b\u1eb1ng c\u00e1ch th\u00fac \u0111\u1ea9y nhi\u1ec1u l\u1ef1a ch\u1ecdn ch\u1ebf bi\u1ebfn s\u1eb5n h\u01a1n c\u0169ng nh\u01b0 ti\u1ebfp t\u1ee5c \u0111\u1ea7u t\u01b0 v\u00e0o c\u00f4ng ngh\u1ec7 mua s\u1eafm t\u1ea1i c\u1eeda h\u00e0ng \u0111\u1ec3 c\u00e1 nh\u00e2n h\u00f3a v\u00e0 thu\u1eadn ti\u1ec7n.\u201d<\/span><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

2. Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o t\u1ea1o sinh (generative AI) \u0111ang thay \u0111\u1ed5i c\u0103n b\u1ea3n c\u00e1ch ng\u01b0\u1eddi ti\u00eau d\u00f9ng mua s\u1eafm s\u1ea3n ph\u1ea9m, c\u00e1ch h\u1ecd t\u00ecm ki\u1ebfm th\u00f4ng tin v\u00e0 nh\u1eadn c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e1c c\u00e2u h\u1ecfi c\u1ee7a m\u00ecnh<\/h2>\n

\"\"<\/p>\n

Jen Jones, Gi\u00e1m \u0111\u1ed1c Ti\u1ebfp th\u1ecb t\u1ea1i commercetools<\/a>, d\u1ef1 \u0111o\u00e1n:<\/p>\n

“\u0110i\u1ec1u \u0111\u1eb7c bi\u1ec7t \u0111\u00e1ng ch\u00fa \u00fd l\u00e0 s\u1ef1 thay \u0111\u1ed5i trong c\u00e1ch ng\u01b0\u1eddi ti\u00eau d\u00f9ng kh\u00e1m ph\u00e1 v\u00e0 mua s\u1eafm s\u1ea3n ph\u1ea9m. H\u00e0nh tr\u00ecnh truy\u1ec1n th\u1ed1ng d\u1ef1a v\u00e0o c\u00f4ng c\u1ee5 t\u00ecm ki\u1ebfm \u0111ang d\u1ea7n b\u1ecb thay th\u1ebf, khi ng\u00e0y c\u00e0ng nhi\u1ec1u ng\u01b0\u1eddi ti\u00eau d\u00f9ng chuy\u1ec3n sang c\u00e1c s\u00e0n th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed v\u00e0 n\u1ec1n t\u1ea3ng nh\u01b0 Amazon v\u00e0 TikTok \u0111\u1ec3 nh\u1eadn \u0111\u01b0\u1ee3c g\u1ee3i \u00fd c\u00e1 nh\u00e2n h\u00f3a v\u00e0 th\u00f4ng tin theo xu h\u01b0\u1edbng. V\u1edbi Amazon tr\u1edf th\u00e0nh n\u1ec1n t\u1ea3ng mua s\u1eafm tr\u1ef1c tuy\u1ebfn ti\u1ec7n l\u1ee3i h\u00e0ng \u0111\u1ea7u v\u00e0 th\u1ebf h\u1ec7 Gen Z ng\u00e0y c\u00e0ng s\u1eed d\u1ee5ng m\u1ea1ng x\u00e3 h\u1ed9i l\u00e0m c\u00f4ng c\u1ee5 kh\u00e1m ph\u00e1 ch\u00ednh, s\u1ef1 thay \u0111\u1ed5i n\u00e0y l\u00e0 kh\u00f4ng th\u1ec3 tr\u00e1nh kh\u1ecfi. Hi\u1ec7n t\u1ea1i, Amazon chi\u1ebfm 37,6% doanh s\u1ed1 th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed \u2014 th\u1ecb ph\u1ea7n l\u1edbn nh\u1ea5t trong ng\u00e0nh.”<\/p>\n

Trong khi \u0111\u00f3, <\/span>Tifenn Dano Kwan<\/a>, Gi\u00e1m \u0111\u1ed1c Marketing t\u1ea1i <\/span>Amplitude<\/a>, d\u1ef1 \u0111o\u00e1n:<\/span><\/p>\n

“N\u0103m 2025 s\u1ebd \u0111\u00e1nh d\u1ea5u s\u1ef1 tr\u1ed7i d\u1eady c\u1ee7a n\u1ec1n kinh t\u1ebf c\u00e2u tr\u1ea3 l\u1eddi. C\u00e1c c\u00f4ng c\u1ee5 t\u00ecm ki\u1ebfm truy\u1ec1n th\u1ed1ng s\u1ebd kh\u00f4ng c\u00f2n l\u00e0 c\u00e1ch m\u1eb7c \u0111\u1ecbnh \u0111\u1ec3 m\u1ecdi ng\u01b0\u1eddi l\u1ea5y th\u00f4ng tin ho\u1eb7c t\u00ecm ki\u1ebfm c\u00e2u tr\u1ea3 l\u1eddi cho c\u00e2u h\u1ecfi c\u1ee7a m\u00ecnh. Khi ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e3 quen v\u1edbi vi\u1ec7c h\u1ecfi AI b\u1ea5t c\u1ee9 \u0111i\u1ec1u g\u00ec v\u00e0 nh\u1eadn \u0111\u01b0\u1ee3c ph\u1ea3n h\u1ed3i ngay l\u1eadp t\u1ee9c, vi\u1ec7c s\u1eed d\u1ee5ng c\u00f4ng c\u1ee5 t\u00ecm ki\u1ebfm \u0111\u1ec3 tra c\u1ee9u, l\u01b0\u1edbt qua c\u00e1c k\u1ebft qu\u1ea3 ti\u1ec1m n\u0103ng v\u00e0 nh\u1ea5p v\u00e0o t\u1eebng trang \u0111\u1ec3 t\u00ecm hi\u1ec3u s\u1ebd tr\u1edf th\u00e0nh qu\u00e1 kh\u1ee9. Hi\u1ec7n nay, 60% c\u00e1c t\u00ecm ki\u1ebfm tr\u00ean Google t\u1ea1i M\u1ef9 v\u00e0 EU kh\u00f4ng d\u1eabn \u0111\u1ebfn b\u1ea5t k\u1ef3 nh\u1ea5p chu\u1ed9t n\u00e0o, v\u00ec nhi\u1ec1u ng\u01b0\u1eddi kh\u00f4ng mu\u1ed1n m\u1ea5t th\u1eddi gian b\u1ea5m v\u00e0o h\u00e0ng lo\u1ea1t k\u1ebft qu\u1ea3 \u0111\u1ec3 t\u00ecm th\u00f4ng tin. \u0110\u1ed1i v\u1edbi c\u00e1c nh\u00e0 ti\u1ebfp th\u1ecb, \u0111i\u1ec1u n\u00e0y \u0111\u1ed3ng ngh\u0129a v\u1edbi vi\u1ec7c c\u1ea7n chuy\u1ec3n tr\u1ecdng t\u00e2m t\u1eeb t\u1ed1i \u01b0u h\u00f3a c\u00f4ng c\u1ee5 t\u00ecm ki\u1ebfm (SEO) sang t\u1ed1i \u01b0u h\u00f3a c\u00f4ng c\u1ee5 t\u1ea1o sinh, nh\u1eb1m ch\u1ee9ng minh kh\u1ea3 n\u0103ng cung c\u1ea5p c\u00e2u tr\u1ea3 l\u1eddi nhanh ch\u00f3ng m\u00e0 kh\u00f4ng y\u00eau c\u1ea7u ng\u01b0\u1eddi ti\u00eau d\u00f9ng ph\u1ea3i t\u00ecm ki\u1ebfm trong n\u00fai n\u1ed9i dung.”<\/span><\/p>\n

Cu\u1ed1i c\u00f9ng,\u00a0<\/span>Adrien Menard<\/a> , CEO ki\u00eam \u0111\u1ed3ng s\u00e1ng l\u1eadp t\u1ea1i <\/span>Botify<\/a>, n\u00eau b\u1eadt m\u1ed9t s\u1ed1 th\u00e1ch th\u1ee9c m\u00e0 c\u00e1c th\u01b0\u01a1ng hi\u1ec7u s\u1ebd ph\u1ea3i \u0111\u1ed1i m\u1eb7t trong m\u00f4i tr\u01b0\u1eddng m\u1edbi n\u00e0y:<\/span><\/p>\n

“T\u1ea7m nh\u00ecn th\u01b0\u01a1ng hi\u1ec7u \u0111ang tr\u1ea3i qua m\u1ed9t s\u1ef1 chuy\u1ec3n \u0111\u1ed5i to\u00e0n di\u1ec7n. V\u00e0o n\u0103m 2025, h\u00e0nh vi c\u1ee7a ng\u01b0\u1eddi ti\u00eau d\u00f9ng s\u1ebd thay \u0111\u1ed5i t\u1eeb vi\u1ec7c ch\u1ee7 y\u1ebfu t\u00ecm ki\u1ebfm tr\u00ean Google sang s\u1eed d\u1ee5ng c\u00e1c n\u1ec1n t\u1ea3ng m\u1edbi n\u1ed5i nh\u01b0 Perplexity v\u00e0 ChatGPT Search, c\u00f9ng v\u1edbi nh\u1eefng n\u1ec1n t\u1ea3ng hi\u1ec7n c\u00f3 \u0111\u01b0\u1ee3c trang b\u1ecb c\u00f4ng ngh\u1ec7 AI th\u1ebf h\u1ec7 m\u1edbi nh\u01b0 Bing\u2019s Copilot. \u0110\u1ebfn cu\u1ed1i n\u0103m sau, d\u1ef1 ki\u1ebfn ba trong m\u01b0\u1eddi l\u01b0\u1ee3t truy c\u1eadp s\u1ebd \u0111\u1ebfn t\u1eeb c\u00e1c ngu\u1ed3n kh\u00f4ng ph\u1ea3i Google, v\u00e0 con s\u1ed1 n\u00e0y s\u1ebd ti\u1ebfp t\u1ee5c t\u0103ng \u0111\u00e1ng k\u1ec3 trong v\u00f2ng n\u0103m n\u0103m t\u1edbi.<\/p>\n

\u0110\u1ec3 th\u00edch nghi v\u1edbi th\u1ef1c t\u1ebf m\u1edbi n\u00e0y v\u00e0 ph\u00e1t tri\u1ec3n m\u1ea1nh m\u1ebd trong m\u00f4i tr\u01b0\u1eddng t\u00ecm ki\u1ebfm s\u1eed d\u1ee5ng AI th\u1ebf h\u1ec7 m\u1edbi, c\u00e1c nh\u00e0 l\u00e3nh \u0111\u1ea1o tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng c\u1ea7n x\u00e2y d\u1ef1ng chi\u1ebfn l\u01b0\u1ee3c qu\u1ea3n tr\u1ecb \u0111\u1ec3 qu\u1ea3n l\u00fd vai tr\u00f2 c\u1ee7a AI bot trong vi\u1ec7c th\u00fac \u0111\u1ea9y t\u1ea7m nh\u00ecn th\u01b0\u01a1ng hi\u1ec7u. Sau \u0111\u00f3, c\u00e1c th\u01b0\u01a1ng hi\u1ec7u c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o t\u1ea7n su\u1ea5t c\u00e1c c\u00f4ng c\u1ee5 t\u00ecm ki\u1ebfm truy c\u1eadp trang web c\u1ee7a h\u1ecd v\u00e0 t\u1ed1c \u0111\u1ed9 t\u1ea3i trang, gi\u00fap h\u1ecd ti\u1ebfp c\u1eadn ng\u01b0\u1eddi ti\u00eau d\u00f9ng b\u1ea5t k\u1ec3 h\u1ecd t\u00ecm ki\u1ebfm \u1edf \u0111\u00e2u.”<\/p>\n

3. S\u1ef1 thay \u0111\u1ed5i trong c\u00e1ch t\u00ecm ki\u1ebfm v\u00e0 s\u1ef1 b\u00e3o h\u00f2a c\u1ee7a c\u00e1c k\u00eanh truy\u1ec1n th\u00f4ng s\u1ed1 s\u1ebd th\u00fac \u0111\u1ea9y ti\u1ebfp th\u1ecb th\u01b0\u01a1ng hi\u1ec7u t\u1ef1 nhi\u00ean quay l\u1ea1i v\u00e0 ph\u00e1t tri\u1ec3n m\u1ea1nh m\u1ebd h\u01a1n<\/h2>\n

\"\"<\/p>\n

Gregory Kennedy<\/a>, Ph\u00f3 ch\u1ee7 t\u1ecbch Marketing t\u1ea1i Alembic<\/a>, d\u1ef1 \u0111o\u00e1n:<\/p>\n

“N\u0103m 2025, ti\u1ebfp th\u1ecb th\u01b0\u01a1ng hi\u1ec7u s\u1ebd tr\u1edf th\u00e0nh \u0111\u00f2n b\u1ea9y t\u0103ng tr\u01b0\u1edfng quan tr\u1ecdng nh\u1ea5t. T\u1ea1i sao? B\u1edfi v\u00ec c\u00e1c thu\u1eadt to\u00e1n \u0111\u00e3 ho\u00e0n thi\u1ec7n ngh\u1ec7 thu\u1eadt t\u1ed1i \u01b0u h\u00f3a \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c t\u1eebng l\u01b0\u1ee3t nh\u1ea5p chu\u1ed9t v\u00e0 chuy\u1ec3n \u0111\u1ed5i cu\u1ed1i c\u00f9ng. Ti\u1ebfp th\u1ecb hi\u1ec7u su\u1ea5t \u0111\u00e3 tr\u1edf th\u00e0nh m\u1ed9t c\u1ed7 m\u00e1y v\u1eadn h\u00e0nh tr\u01a1n tru, xu\u1ea5t s\u1eafc trong vi\u1ec7c khai th\u00e1c \u00fd \u0111\u1ecbnh mua h\u00e0ng – nh\u01b0ng s\u1ef1 c\u1ea1nh tranh gay g\u1eaft \u0111\u00e3 \u0111\u1ea9y chi ph\u00ed l\u00ean cao, khi\u1ebfn c\u00e1c th\u01b0\u01a1ng hi\u1ec7u ph\u1ea3i v\u1eadt l\u1ed9n \u0111\u1ec3 c\u1ea1nh tranh. V\u1edbi m\u1ed7i \u0111\u1ed3ng chi ti\u00eau cho ti\u1ebfp th\u1ecb hi\u1ec7u su\u1ea5t \u0111ang c\u1ed1 g\u1eafng gi\u00e0nh l\u1ea5y m\u1ed9t l\u01b0\u1ee3ng nh\u1ecf kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng d\u1ef1a tr\u00ean \u00fd \u0111\u1ecbnh, vi\u1ec7c n\u1ed5i b\u1eadt v\u00e0 t\u1ea1o ra t\u0103ng tr\u01b0\u1edfng \u0111\u1ed9t ph\u00e1 ng\u00e0y c\u00e0ng tr\u1edf n\u00ean kh\u00f3 kh\u0103n. X\u00e2y d\u1ef1ng m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u m\u1ea1nh, \u0111\u00e1ng nh\u1edb s\u1ebd tr\u1edf l\u1ea1i xu h\u01b0\u1edbng, nh\u01b0 m\u1ed9t c\u00e1ch \u0111\u1ec3 t\u1ea1o nhu c\u1ea7u m\u1edbi v\u00e0 thu h\u00fat s\u1ef1 ch\u00fa \u00fd ngay c\u1ea3 khi ng\u01b0\u1eddi ti\u00eau d\u00f9ng ch\u01b0a c\u00f3 \u00fd \u0111\u1ecbnh mua s\u1eafm.”<\/p>\n

Justin Crowe<\/a>, Nh\u00e0 s\u00e1ng l\u1eadp & Gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh t\u1ea1i\u00a0Parting Stone,<\/a>\u00a0cho bi\u1ebft th\u00eam:<\/p>\n

“T\u00f4i tin r\u1eb1ng ch\u00fang ta \u0111ang \u1edf giai \u0111o\u1ea1n m\u00e0 c\u00e1c doanh nghi\u1ec7p t\u1eadn d\u1ee5ng m\u1ea1nh m\u1ebd tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o t\u1ea1o sinh, gi\u00fap c\u00e2n b\u1eb1ng s\u00e2n ch\u01a1i gi\u1eefa c\u00e1c th\u01b0\u01a1ng hi\u1ec7u nh\u1ecf v\u1edbi ng\u00e2n s\u00e1ch h\u1ea1n ch\u1ebf v\u00e0 c\u00e1c t\u1eadp \u0111o\u00e0n l\u1edbn c\u00f3 ngu\u1ed3n l\u1ef1c d\u1ed3i d\u00e0o cho vi\u1ec7c x\u00e2y d\u1ef1ng th\u01b0\u01a1ng hi\u1ec7u, vi\u1ebft n\u1ed9i dung, chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp th\u1ecb v\u00e0 t\u1ed1i \u01b0u h\u00f3a giao ti\u1ebfp. M\u1eb7c d\u00f9 \u0111i\u1ec1u n\u00e0y mang l\u1ea1i c\u01a1 h\u1ed9i l\u1edbn cho c\u00e1c doanh nghi\u1ec7p nh\u1ecf, nh\u01b0ng t\u00f4i d\u1ef1 \u0111o\u00e1n s\u1ebd c\u00f3 m\u1ed9t l\u00e0n s\u00f3ng b\u00e3o h\u00f2a c\u00e1c qu\u1ea3ng c\u00e1o mang \u0111\u1eadm ‘m\u00e0u s\u1eafc AI’ – h\u00ecnh \u1ea3nh b\u00f3ng b\u1ea9y, n\u1ed9i dung h\u1ea5p d\u1eabn v\u00e0 c\u00e1c chi\u1ebfn l\u01b0\u1ee3c hi\u1ec7u qu\u1ea3 nh\u01b0ng d\u1ec5 \u0111o\u00e1n. Trong b\u1ed1i c\u1ea3nh n\u00e0y, vi\u1ec7c n\u1ed5i b\u1eadt s\u1ebd ph\u1ee5 thu\u1ed9c v\u00e0o kh\u1ea3 n\u0103ng c\u1ee7a c\u00e1c c\u00f4ng ty trong vi\u1ec7c ch\u1ea5p nh\u1eadn nh\u1eefng c\u00e1ch ti\u1ebfp th\u1ecb s\u00e1ng t\u1ea1o, t\u00e1o b\u1ea1o v\u00e0 phi truy\u1ec1n th\u1ed1ng. Nh\u1eefng ai th\u00e0nh c\u00f4ng trong vi\u1ec7c tho\u00e1t kh\u1ecfi khu\u00f4n m\u1eabu ‘m\u00e0u s\u1eafc AI’ d\u1ec5 \u0111o\u00e1n s\u1ebd t\u1ea1o ra t\u00e1c \u0111\u1ed9ng s\u00e2u s\u1eafc, khi kh\u00e1ch h\u00e0ng ng\u00e0y c\u00e0ng khao kh\u00e1t s\u1ef1 ch\u00e2n th\u1ef1c v\u00e0 \u0111\u1ed9c \u0111\u00e1o gi\u1eefa s\u1ef1 \u0111\u1ed3ng nh\u1ea5t \u0111ang gia t\u0103ng.”<\/p>\n

Trong khi \u0111\u00f3,\u00a0Chaitenya Razdan<\/a>, Nh\u00e0 s\u00e1ng l\u1eadp ki\u00eam T\u1ed5ng gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh t\u1ea1i\u00a0Care+Wear<\/a>\u00a0, d\u1ef1a tr\u00ean nh\u1eefng \u0111i\u1ec1u tr\u00ean v\u00e0 d\u1ef1 \u0111o\u00e1n:<\/p>\n

“Khi c\u00e1c k\u00eanh ti\u1ebfp th\u1ecb k\u1ef9 thu\u1eadt s\u1ed1 ng\u00e0y c\u00e0ng b\u00e3o h\u00f2a, \u0111\u1eaft \u0111\u1ecf v\u00e0 d\u1ec5 b\u1ecb \u1ea3nh h\u01b0\u1edfng b\u1edfi c\u00e1c thay \u0111\u1ed5i thu\u1eadt to\u00e1n, c\u00e1c th\u01b0\u01a1ng hi\u1ec7u s\u1ebd d\u1ea7n chuy\u1ec3n tr\u1ecdng t\u00e2m tr\u1edf l\u1ea1i ti\u1ebfp th\u1ecb t\u1ef1 nhi\u00ean \u0111\u1ec3 gi\u1ea3m ph\u1ee5 thu\u1ed9c v\u00e0o c\u00e1c k\u00eanh tr\u1ea3 ph\u00ed. Nh\u1eefng chi\u1ebfn l\u01b0\u1ee3c x\u00e2y d\u1ef1ng c\u1ed9ng \u0111\u1ed3ng ch\u00e2n th\u1ef1c v\u00e0 t\u1eeb g\u1ed1c r\u1ec5 -nh\u01b0 n\u1ed9i dung do ng\u01b0\u1eddi d\u00f9ng t\u1ea1o, h\u1ee3p t\u00e1c v\u1edbi ng\u01b0\u1eddi c\u00f3 \u1ea3nh h\u01b0\u1edfng v\u00e0 n\u1ed9i dung t\u1ed1i \u01b0u h\u00f3a SEO – s\u1ebd tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn tr\u1edf l\u1ea1i. C\u00e1ch ti\u1ebfp c\u1eadn t\u1ef1 nhi\u00ean n\u00e0y s\u1ebd gi\u00fap c\u00e1c th\u01b0\u01a1ng hi\u1ec7u gi\u1ea3m r\u1ee7i ro t\u1eeb d\u1eef li\u1ec7u sai l\u1ec7ch ho\u1eb7c c\u00e1c v\u1ea5n \u0111\u1ec1 nh\u1eafm m\u1ee5c ti\u00eau kh\u00f4ng ch\u00ednh x\u00e1c do ng\u00e2n s\u00e1ch k\u1ef9 thu\u1eadt s\u1ed1 ph\u00ecnh to, mang \u0111\u1ebfn m\u1ed9t con \u0111\u01b0\u1eddng \u1ed5n \u0111\u1ecbnh v\u00e0 ch\u00e2n th\u1ef1c h\u01a1n \u0111\u1ec3 thu h\u00fat v\u00e0 g\u1eafn k\u1ebft kh\u00e1ch h\u00e0ng.”<\/p>\n

4. Vi\u1ec7c \u1ee9ng d\u1ee5ng AI t\u1ea1o sinh trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 v\u00e0 tr\u1ea3i nghi\u1ec7m s\u1ebd g\u1eb7p kh\u00f4ng \u00edt th\u00e1ch th\u1ee9c trong n\u0103m 2025<\/h2>\n

\"\"<\/p>\n

Martin Taylor<\/a>\u00a0, \u0110\u1ed3ng s\u00e1ng l\u1eadp v\u00e0 Ph\u00f3 gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh t\u1ea1i\u00a0Content Guru<\/a>, d\u1ef1 \u0111o\u00e1n:<\/p>\n

“N\u0103m 2025 c\u00f3 th\u1ec3 l\u00e0 m\u1ed9t n\u0103m kh\u00f3 kh\u0103n \u0111\u1ed1i v\u1edbi tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o t\u1ea1o sinh. Sau giai \u0111o\u1ea1n \u0111\u01b0\u1ee3c tung h\u00f4, c\u00f4ng ngh\u1ec7 n\u00e0y c\u00f3 kh\u1ea3 n\u0103ng r\u01a1i v\u00e0o ‘v\u1ef1c th\u1eb3m c\u1ee7a s\u1ef1 v\u1ee1 m\u1ed9ng’ trong n\u0103m t\u1edbi, v\u00e0 th\u1eadm ch\u00ed c\u00f3 th\u1ec3 \u0111\u00e3 \u1edf \u0111\u00f3. Theo d\u1ef1 \u0111o\u00e1n c\u1ee7a Gartner, \u00edt nh\u1ea5t 30% d\u1ef1 \u00e1n AI t\u1ea1o sinh s\u1ebd b\u1ecb b\u1ecf d\u1edf sau giai \u0111o\u1ea1n th\u1eed nghi\u1ec7m v\u00e0o cu\u1ed1i n\u0103m t\u1edbi, do ch\u1ea5t l\u01b0\u1ee3ng d\u1eef li\u1ec7u k\u00e9m, ki\u1ec3m so\u00e1t r\u1ee7i ro kh\u00f4ng \u0111\u1ee7, chi ph\u00ed leo thang v\u00e0 gi\u00e1 tr\u1ecb kinh doanh kh\u00f4ng r\u00f5 r\u00e0ng.<\/p>\n

Tuy nhi\u00ean, \u0111\u1ed3ng th\u1eddi, c\u00f4ng ngh\u1ec7 n\u00e0y s\u1ebd b\u1eaft \u0111\u1ea7u ch\u1ee9ng t\u1ecf gi\u00e1 tr\u1ecb c\u1ee7a m\u00ecnh trong l\u0129nh v\u1ef1c trung t\u00e2m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng. Trong n\u0103m t\u1edbi, ch\u00fang ta c\u00f3 th\u1ec3 th\u1ea5y AI chuy\u1ec3n t\u1eeb vi\u1ec7c b\u1ecb coi l\u00e0 kho\u1ea3n \u0111\u1ea7u t\u01b0 r\u1ee7i ro cao sang tr\u1edf th\u00e0nh m\u1ed9t c\u00f4ng c\u1ee5 thi\u1ebft y\u1ebfu \u0111\u1ec3 cung c\u1ea5p c\u00e1c t\u01b0\u01a1ng t\u00e1c c\u00e1 nh\u00e2n h\u00f3a v\u00e0 hi\u1ec7u qu\u1ea3 tr\u00ean quy m\u00f4 l\u1edbn.”<\/p>\n

Craig Crisler, <\/a>CEO c\u1ee7a\u00a0SupportNinja<\/a>, c\u00f2n \u0111i xa h\u01a1n v\u00e0 d\u1ef1 \u0111o\u00e1n:<\/p>\n

“50% d\u1ef1 \u00e1n AI s\u1ebd th\u1ea5t b\u1ea1i trong vi\u1ec7c m\u1edf r\u1ed9ng quy m\u00f4 v\u00e0o n\u0103m 2025. L\u00fd do l\u00e0 c\u00e1c c\u00f4ng ty th\u01b0\u1eddng \u0111\u00e1nh gi\u00e1 th\u1ea5p s\u1ef1 ph\u1ee9c t\u1ea1p v\u00e0 qu\u00e1 k\u1ef3 v\u1ecdng v\u00e0o nh\u1eefng th\u00e0nh c\u00f4ng nhanh. Tuy nhi\u00ean, c\u01a1 h\u1ed9i ti\u1ec1m n\u0103ng l\u00e0 r\u1ea5t l\u1edbn – d\u00e0nh cho nh\u1eefng doanh nghi\u1ec7p bi\u1ebft t\u1eadn d\u1ee5ng th\u1ea5t b\u1ea1i n\u00e0y \u0111\u1ec3 thay \u0111\u1ed5i h\u01b0\u1edbng \u0111i v\u00e0 \u0111i\u1ec1u ch\u1ec9nh chi\u1ebfn l\u01b0\u1ee3c. Nh\u1eefng ng\u01b0\u1eddi chi\u1ebfn th\u1eafng s\u1ebd l\u00e0 c\u00e1c c\u00f4ng ty h\u1ee3p t\u00e1c v\u1edbi c\u00e1c chuy\u00ean gia, k\u1ebft h\u1ee3p tr\u00ed tu\u1ec7 con ng\u01b0\u1eddi v\u00e0 AI \u0111\u1ec3 x\u00e2y d\u1ef1ng m\u00f4 h\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) c\u00f3 th\u1ec3 m\u1edf r\u1ed9ng v\u00e0 b\u1ec1n v\u1eefng.”<\/p>\n

Trong khi \u0111\u00f3,\u00a0Eoin Hinchy<\/a>, Nh\u00e0 s\u00e1ng l\u1eadp & Gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh t\u1ea1i\u00a0Tines.io<\/a>, cho bi\u1ebft th\u00eam:<\/p>\n

“N\u0103m 2025, vi\u1ec7c ch\u1ec9 \u0111\u01a1n thu\u1ea7n ‘\u00e1p d\u1ee5ng AI’ s\u1ebd kh\u00f4ng c\u00f2n \u0111\u1ee7 – c\u00e1c c\u00f4ng ty c\u1ea7n c\u00f3 c\u00e1c ch\u1ec9 s\u1ed1 ROI c\u1ee5 th\u1ec3 \u0111\u1ec3 ch\u1ee9ng minh gi\u00e1 tr\u1ecb c\u1ee7a c\u00f4ng ngh\u1ec7 n\u00e0y. Sau v\u00e0i n\u0103m b\u00f9ng n\u1ed5 AI t\u1ea1o sinh, c\u00f3 th\u1ec3 n\u00f3i r\u1eb1ng c\u00f4ng ngh\u1ec7 n\u00e0y v\u1eabn ch\u01b0a ho\u00e0n to\u00e0n \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng. C\u00e1c CIO v\u00e0 CTO s\u1ebd y\u00eau c\u1ea7u c\u00e1c ch\u1ec9 s\u1ed1 r\u00f5 r\u00e0ng tr\u01b0\u1edbc khi ph\u00ea duy\u1ec7t c\u00e1c kho\u1ea3n \u0111\u1ea7u t\u01b0 m\u1edbi v\u00e0o AI.<\/p>\n

Trong t\u01b0\u01a1ng lai, c\u00e1c c\u00f4ng ty s\u1ebd ph\u1ea3i ch\u1ee9ng minh \u0111\u01b0\u1ee3c ROI c\u1ee5 th\u1ec3 \u0111\u1ec3 bi\u1ec7n minh cho chi ti\u00eau v\u00e0o c\u00e1c c\u00f4ng c\u1ee5 AI. Nh\u1eefng ch\u1ec9 s\u1ed1 nh\u01b0 ‘80% m\u00e3 ngu\u1ed3n hi\u1ec7n nay c\u00f3 s\u1ef1 tham gia c\u1ee7a AI’ ho\u1eb7c ‘50% th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c gi\u1ea3i quy\u1ebft b\u1edfi AI’ s\u1ebd tr\u1edf n\u00ean thi\u1ebft y\u1ebfu. Vi\u1ec7c ch\u1ec9 ‘tr\u00ecnh di\u1ec5n’ m\u1ed9t gi\u1ea3i ph\u00e1p AI v\u00e0 gi\u1ea3 \u0111\u1ecbnh r\u1eb1ng n\u00f3 s\u1ebd mang l\u1ea1i gi\u00e1 tr\u1ecb s\u1ebd kh\u00f4ng c\u00f2n hi\u1ec7u qu\u1ea3. C\u00e1c k\u1ebft qu\u1ea3 ph\u1ea3i \u0111\u01b0\u1ee3c \u0111\u1ecbnh l\u01b0\u1ee3ng r\u00f5 r\u00e0ng. Nh\u1eefng c\u00f4ng ty c\u00f3 th\u1ec3 ch\u1ee9ng minh b\u1eb1ng d\u1eef li\u1ec7u c\u1ee5 th\u1ec3 v\u1ec1 ti\u1ebft ki\u1ec7m chi ph\u00ed ho\u1eb7c t\u0103ng n\u0103ng su\u1ea5t s\u1ebd l\u00e0 nh\u1eefng ng\u01b0\u1eddi th\u1ef1c s\u1ef1 th\u00e0nh c\u00f4ng trong vi\u1ec7c \u1ee9ng d\u1ee5ng AI v\u00e0o kinh doanh.”<\/p>\n

5. Vi\u1ec7c \u0111\u00e0o t\u1ea1o v\u00e0 ph\u00e1t tri\u1ec3n n\u0103ng l\u1ef1c s\u1ebd gi\u00fap c\u00e1c t\u1ed5 ch\u1ee9c \u0111\u1ea3m b\u1ea3o c\u00e1c kho\u1ea3n \u0111\u1ea7u t\u01b0 v\u00e0o AI th\u1ef1c s\u1ef1 mang l\u1ea1i hi\u1ec7u qu\u1ea3<\/h2>\n

\"\"<\/p>\n

Suzanne Steele<\/a>, Ph\u00f3 ch\u1ee7 t\u1ecbch ki\u00eam T\u1ed5ng gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh khu v\u1ef1c UKI, Trung \u0110\u00f4ng v\u00e0 Ch\u00e2u Phi t\u1ea1i\u00a0Adobe, <\/a>d\u1ef1 \u0111o\u00e1n:<\/p>\n

“N\u0103m 2024 \u0111\u00e1nh d\u1ea5u b\u01b0\u1edbc ngo\u1eb7t khi c\u00e1c c\u00f4ng ty chuy\u1ec3n AI t\u1eeb giai \u0111o\u1ea1n th\u1eed nghi\u1ec7m sang \u1ee9ng d\u1ee5ng th\u1ef1c t\u1ebf, d\u1ef1a tr\u00ean c\u00e1c d\u1ef1 \u00e1n th\u00ed \u0111i\u1ec3m th\u00e0nh c\u00f4ng v\u00e0 x\u00e2y d\u1ef1ng nh\u1eefng c\u00e1ch l\u00e0m m\u1edbi \u0111\u1ec3 t\u1ef1 \u0111\u1ed9ng h\u00f3a c\u00e1c nhi\u1ec7m v\u1ee5 t\u1ed1n th\u1eddi gian tr\u01b0\u1edbc \u0111\u00e2y, mang l\u1ea1i nh\u1eefng b\u01b0\u1edbc \u0111\u1ed9t ph\u00e1 l\u1edbn v\u1ec1 n\u0103ng su\u1ea5t. Trong l\u0129nh v\u1ef1c tr\u1ea3i nghi\u1ec7m v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, AI l\u00e0 m\u1ed9t l\u1ef1c l\u01b0\u1ee3ng thay \u0111\u1ed5i m\u1ea1nh m\u1ebd, gi\u00fap c\u00e1c th\u01b0\u01a1ng hi\u1ec7u m\u1edf r\u1ed9ng quy m\u00f4 s\u00e1ng t\u1ea1o n\u1ed9i dung \u0111\u1ec3 mang l\u1ea1i s\u1ef1 c\u00e1 nh\u00e2n h\u00f3a th\u1ef1c s\u1ef1 cho kh\u00e1ch h\u00e0ng, \u0111\u1ed3ng th\u1eddi ph\u00e2n t\u00edch l\u01b0\u1ee3ng d\u1eef li\u1ec7u kh\u1ed5ng l\u1ed3 v\u1ec1 kh\u00e1ch h\u00e0ng \u0111\u1ec3 ph\u00e1t tri\u1ec3n c\u00e1c d\u1ecbch v\u1ee5 m\u1edbi v\u00e0 n\u00e2ng cao.<\/p>\n

B\u01b0\u1edbc sang n\u0103m 2025, c\u00e1c t\u1ed5 ch\u1ee9c c\u1ea7n t\u1eadp trung v\u00e0o vi\u1ec7c h\u1ed7 tr\u1ee3 v\u00e0 \u0111\u00e0o t\u1ea1o, \u0111\u1ea3m b\u1ea3o r\u1eb1ng t\u1ea5t c\u1ea3 m\u1ecdi ng\u01b0\u1eddi trong doanh nghi\u1ec7p \u2013 t\u1eeb ng\u01b0\u1eddi d\u00f9ng, l\u00e3nh \u0111\u1ea1o \u0111\u1ebfn h\u1ed9i \u0111\u1ed3ng c\u1ed1 v\u1ea5n \u2013 \u0111\u1ec1u hi\u1ec3u kh\u00f4ng ch\u1ec9 c\u00e1ch s\u1eed d\u1ee5ng AI v\u00e0 AI t\u1ea1o sinh \u0111\u1ec3 t\u0103ng n\u0103ng su\u1ea5t v\u00e0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, m\u00e0 c\u00f2n ph\u1ea3i n\u1eafm r\u00f5 c\u00e1c gi\u1edbi h\u1ea1n \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1eed d\u1ee5ng c\u00f3 tr\u00e1ch nhi\u1ec7m v\u00e0 ph\u00f9 h\u1ee3p. Nh\u1eefng c\u00f4ng ty ch\u00fa tr\u1ecdng v\u00e0o qu\u1ea3n tr\u1ecb AI v\u00e0 \u0111\u00e0o t\u1ea1o s\u1ebd c\u00f3 v\u1ecb th\u1ebf t\u1ed1t \u0111\u1ec3 cung c\u1ea5p s\u1ef1 c\u00e1 nh\u00e2n h\u00f3a v\u01b0\u1ee3t tr\u1ed9i, n\u0103ng su\u1ea5t cao h\u01a1n v\u00e0 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c n\u00e2ng c\u1ea5p tr\u00ean quy m\u00f4 l\u1edbn.”<\/p>\n

Mario Ciabarra<\/a>, Gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh v\u00e0 Nh\u00e0 s\u00e1ng l\u1eadp t\u1ea1i\u00a0Quantum Metric<\/a>, \u0111\u1ed3ng t\u00ecnh v\u00e0 n\u00f3i th\u00eam:<\/p>\n

“N\u1ebfu AI tr\u1edf th\u00e0nh m\u1ed9t c\u00f4ng ngh\u1ec7 n\u1ec1n t\u1ea3ng, th\u00ec vi\u1ec7c \u0111\u1ea7u t\u01b0 v\u00e0o \u0111\u00e0o t\u1ea1o nh\u00e2n s\u1ef1 s\u1ebd c\u1ea7n \u0111\u01b0\u1ee3c t\u0103ng c\u01b0\u1eddng. Kh\u00f4ng gi\u1ed1ng nh\u01b0 c\u00e1c c\u00f4ng ngh\u1ec7 kh\u00e1c, AI t\u1ea1o sinh (GenAI) c\u00f3 t\u00ednh \u0111\u1eb7c bi\u1ec7t \u1edf ch\u1ed7 b\u1ea1n c\u00f3 th\u1ec3 cung c\u1ea5p c\u00f9ng m\u1ed9t \u0111\u1ea7u v\u00e0o nhi\u1ec1u l\u1ea7n nh\u01b0ng nh\u1eadn \u0111\u01b0\u1ee3c c\u00e1c k\u1ebft qu\u1ea3 kh\u00e1c nhau. C\u00e1ch GenAI x\u1eed l\u00fd d\u1eef li\u1ec7u r\u1ea5t kh\u00e1c bi\u1ec7t v\u00e0 y\u00eau c\u1ea7u s\u1ef1 h\u1ed7 tr\u1ee3 t\u1eeb con ng\u01b0\u1eddi c\u00f3 k\u1ef9 n\u0103ng \u0111\u1ec3 hi\u1ec3u r\u00f5 c\u00e1c s\u1eafc th\u00e1i trong ph\u1ea3n h\u1ed3i c\u1ee7a n\u00f3, c\u00f9ng v\u1edbi vi\u1ec7c \u0111\u00e0o t\u1ea1o chuy\u00ean s\u00e2u v\u1ec1 k\u1ef9 thu\u1eadt x\u00e2y d\u1ef1ng c\u00e2u l\u1ec7nh \u0111\u1ea7u v\u00e0o (prompt engineering).<\/p>\n

M\u1ecdi th\u00e0nh vi\u00ean trong t\u1ed5 ch\u1ee9c \u0111\u1ec1u c\u1ea7n \u0111\u01b0\u1ee3c \u0111\u00e0o t\u1ea1o v\u1ec1 AI, v\u00e0 \u0111i\u1ec1u n\u00e0y s\u1ebd tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn v\u00e0o n\u0103m 2025 khi 62% c\u00e1c t\u1ed5 ch\u1ee9c s\u1ed1 h\u00f3a d\u1ef1 ki\u1ebfn \u0111\u1ea7u t\u01b0 m\u1ea1nh m\u1ebd h\u01a1n v\u00e0o l\u0129nh v\u1ef1c n\u00e0y. Nh\u1eefng t\u1ed5 ch\u1ee9c ch\u1ec9 gi\u1edbi h\u1ea1n vi\u1ec7c \u0111\u00e0o t\u1ea1o cho m\u1ed9t s\u1ed1 vai tr\u00f2 ho\u1eb7c \u0111\u1ed9i nh\u00f3m c\u1ee5 th\u1ec3 s\u1ebd g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c \u00e1p d\u1ee5ng AI, m\u1edf r\u1ed9ng quy m\u00f4 v\u00e0 \u0111\u1ea1t \u0111\u01b0\u1ee3c ROI nh\u01b0 mong \u0111\u1ee3i.”<\/p>\n

Trong khi \u0111\u00f3,\u00a0Eric Williamson<\/a>, Gi\u00e1m \u0111\u1ed1c Ti\u1ebfp th\u1ecb t\u1ea1i\u00a0CallMiner<\/a>, d\u1ef1a tr\u00ean \u0111i\u1ec1u \u0111\u00f3 v\u00e0 d\u1ef1 \u0111o\u00e1n:<\/p>\n

“Vi\u1ec7c \u00e1p d\u1ee5ng AI \u0111ang c\u00e1ch m\u1ea1ng h\u00f3a c\u00e1ch c\u00e1c \u0111\u1ed9i ng\u0169 tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) v\u1eadn h\u00e0nh. Tuy nhi\u00ean, kh\u00f4ng ph\u1ea3i m\u1ecdi tri\u1ec3n khai \u0111\u1ec1u mang l\u1ea1i gi\u00e1 tr\u1ecb nh\u01b0 k\u1ef3 v\u1ecdng c\u1ee7a t\u1ed5 ch\u1ee9c. Nghi\u00ean c\u1ee9u c\u1ee7a ch\u00fang t\u00f4i cho th\u1ea5y nhi\u1ec1u l\u00e3nh \u0111\u1ea1o trong t\u1ed5ng \u0111\u00e0i v\u00e0 CX g\u1eb7p kh\u00f3 kh\u0103n trong vi\u1ec7c x\u00e1c \u0111\u1ecbnh c\u00f4ng ngh\u1ec7 AI n\u00e0o ph\u00f9 h\u1ee3p nh\u1ea5t v\u1edbi nhu c\u1ea7u kinh doanh c\u1ee7a h\u1ecd (37%), v\u00e0 h\u01a1n m\u1ed9t ph\u1ea7n t\u01b0 (27%) kh\u00f4ng bi\u1ebft c\u00e1ch \u0111o l\u01b0\u1eddng ROI t\u1eeb c\u00e1c kho\u1ea3n \u0111\u1ea7u t\u01b0 v\u00e0o AI.<\/p>\n

\u0110\u1ec3 gi\u1ea3i quy\u1ebft nh\u1eefng th\u00e1ch th\u1ee9c n\u00e0y, c\u00e1c t\u1ed5 ch\u1ee9c \u0111\u00e3 b\u1eaft \u0111\u1ea7u th\u00e0nh l\u1eadp c\u00e1c h\u1ed9i \u0111\u1ed3ng AI ho\u1eb7c thu\u00ea gi\u00e1m \u0111\u1ed1c AI (Chief AI Officers) nh\u1eb1m h\u01b0\u1edbng d\u1eabn vi\u1ec7c mua s\u1eafm, tri\u1ec3n khai v\u00e0 \u1ee9ng d\u1ee5ng AI to\u00e0n di\u1ec7n trong doanh nghi\u1ec7p. T\u00f4i d\u1ef1 \u0111o\u00e1n nh\u1eefng s\u00e1ng ki\u1ebfn v\u00e0 vai tr\u00f2 n\u00e0y s\u1ebd ph\u00e1t tri\u1ec3n m\u1ea1nh v\u00e0o n\u0103m 2025.<\/p>\n

M\u1eb7t t\u00edch c\u1ef1c, c\u00e1c quy\u1ebft \u0111\u1ecbnh \u00e1p d\u1ee5ng AI d\u1ef1a tr\u00ean hi\u1ec3u bi\u1ebft s\u1ebd gi\u00fap \u0111\u1ea3m b\u1ea3o kho\u1ea3n \u0111\u1ea7u t\u01b0 mang l\u1ea1i gi\u00e1 tr\u1ecb nh\u01b0 mong \u0111\u1ee3i, d\u00f9 \u0111\u00f3 l\u00e0 c\u1ea3i thi\u1ec7n CX, n\u00e2ng cao hi\u1ec7u qu\u1ea3 ho\u1ea1t \u0111\u1ed9ng, h\u1ed7 tr\u1ee3 nh\u00e2n vi\u00ean trung t\u00e2m li\u00ean l\u1ea1c hay c\u00e1c m\u1ee5c ti\u00eau kh\u00e1c. Tuy nhi\u00ean, n\u1ebfu c\u00f3 qu\u00e1 nhi\u1ec1u ng\u01b0\u1eddi tham gia v\u00e0o vi\u1ec7c ra quy\u1ebft \u0111\u1ecbnh, qu\u00e1 tr\u00ecnh mua s\u1eafm c\u00f3 th\u1ec3 b\u1ecb ch\u1eadm l\u1ea1i, th\u1eadm ch\u00ed d\u1eebng l\u1ea1i, khi\u1ebfn t\u1ed5 ch\u1ee9c b\u1ecb t\u1ee5t h\u1eadu trong cu\u1ed9c \u0111ua AI. C\u00e1c t\u1ed5 ch\u1ee9c c\u1ea7n t\u00ecm s\u1ef1 c\u00e2n b\u1eb1ng gi\u1eefa t\u00ednh linh ho\u1ea1t v\u00e0 vi\u1ec7c \u00e1p d\u1ee5ng AI m\u1ed9t c\u00e1ch c\u00f3 tr\u00e1ch nhi\u1ec7m \u0111\u1ec3 duy tr\u00ec t\u00ednh c\u1ea1nh tranh.”<\/p>\n

6. Nhi\u1ec1u t\u1ed5 ch\u1ee9c s\u1ebd t\u1eeb b\u1ecf c\u00e1c c\u00f4ng c\u1ee5 AI t\u1ea1o sinh chung chung v\u00e0 chuy\u1ec3n h\u01b0\u1edbng sang c\u00e1c gi\u1ea3i ph\u00e1p chuy\u00ean bi\u1ec7t h\u01a1n, ph\u00f9 h\u1ee3p h\u01a1n v\u1edbi c\u00e1c m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3<\/h2>\n

\"\"<\/p>\n

Barry Cooper<\/a>, Ch\u1ee7 t\u1ecbch b\u1ed9 ph\u1eadn CX t\u1ea1i\u00a0NICE<\/a>, d\u1ef1 \u0111o\u00e1n:<\/p>\n

“N\u0103m 2025, ch\u00fang ta s\u1ebd ch\u1ee9ng ki\u1ebfn ng\u00e0y c\u00e0ng nhi\u1ec1u doanh nghi\u1ec7p l\u1ef1a ch\u1ecdn ho\u1eb7c chuy\u1ec3n sang c\u00e1c nh\u00e0 cung c\u1ea5p AI \u0111\u00e1ng tin c\u1eady, \u0111\u01b0\u1ee3c x\u00e2y d\u1ef1ng tr\u00ean n\u1ec1n t\u1ea3ng kinh nghi\u1ec7m l\u00e2u n\u0103m v\u00e0 s\u1edf h\u1eefu d\u1eef li\u1ec7u phong ph\u00fa, nh\u1eb1m \u0111\u1ea1t \u0111\u01b0\u1ee3c gi\u00e1 tr\u1ecb kinh doanh t\u1ee9c th\u1eddi v\u00e0 hi\u1ec7u qu\u1ea3 t\u1eeb AI.<\/p>\n

C\u00e1c c\u00f4ng ty s\u1ebd kh\u00f4ng d\u00f9ng c\u00e1c c\u00f4ng c\u1ee5 AI chung chung, v\u1ed1n thi\u1ebfu d\u1eef li\u1ec7u chuy\u00ean bi\u1ec7t theo ng\u00e0nh v\u00e0 kh\u00f4ng c\u00f3 nh\u1eefng quy t\u1eafc ph\u00f9 h\u1ee3p \u0111\u1ec3 cung c\u1ea5p k\u1ebft qu\u1ea3 ch\u00ednh x\u00e1c. Thay v\u00e0o \u0111\u00f3, h\u1ecd s\u1ebd \u01b0u ti\u00ean c\u00e1c nh\u00e0 cung c\u1ea5p AI c\u00f3 chuy\u00ean m\u00f4n \u0111\u00e3 \u0111\u01b0\u1ee3c ch\u1ee9ng minh trong l\u0129nh v\u1ef1c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX), cung c\u1ea5p m\u1ed9t n\u1ec1n t\u1ea3ng AI th\u1ed1ng nh\u1ea5t, m\u1ea1nh m\u1ebd, c\u00f3 kh\u1ea3 n\u0103ng t\u1ef1 \u0111\u1ed9ng h\u00f3a m\u1ecdi t\u01b0\u01a1ng t\u00e1c v\u00e0 mang l\u1ea1i k\u1ebft qu\u1ea3 v\u01b0\u1ee3t tr\u1ed9i.”<\/p>\n

Birago Jones<\/a>, CEO c\u1ee7a\u00a0Pienso<\/a>, \u0111\u1ed3ng t\u00ecnh v\u00e0 d\u1ef1 \u0111o\u00e1n:<\/p>\n

“Sang n\u0103m t\u1edbi, c\u00e1c doanh nghi\u1ec7p s\u1ebd thay \u0111\u1ed5i c\u00e1ch ti\u1ebfp c\u1eadn trong vi\u1ec7c mua s\u1eafm gi\u1ea3i ph\u00e1p AI cho c\u00e1c b\u1ed9 ph\u1eadn tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng (CX) – t\u1eeb b\u1ecf c\u00e1c ‘copilot’ AI l\u1edbn, \u0111\u1ed9c quy\u1ec1n v\u00e0 \u0111\u1eaft \u0111\u1ecf, \u0111\u1ec3 h\u01b0\u1edbng \u0111\u1ebfn c\u00e1c gi\u1ea3i ph\u00e1p nh\u1ecf g\u1ecdn, hi\u1ec7u qu\u1ea3 v\u00e0 t\u00f9y ch\u1ec9nh h\u01a1n.<\/p>\n

S\u1ef1 thay \u0111\u1ed5i n\u00e0y \u0111\u01b0\u1ee3c th\u00fac \u0111\u1ea9y b\u1edfi chi ph\u00ed tri\u1ec3n khai AI ng\u00e0y c\u00e0ng t\u0103ng v\u00e0 ROI h\u1ea1n ch\u1ebf t\u1eeb c\u00e1c kho\u1ea3n \u0111\u1ea7u t\u01b0 AI hi\u1ec7n t\u1ea1i. C\u00e1c gi\u1ea3i ph\u00e1p AI nh\u1ecf g\u1ecdn v\u00e0 t\u00f9y ch\u1ec9nh cho ph\u00e9p doanh nghi\u1ec7p gi\u1ea3i quy\u1ebft nh\u1eefng th\u00e1ch th\u1ee9c c\u1ee5 th\u1ec3 trong b\u1ed9 ph\u1eadn CX m\u00e0 kh\u00f4ng ph\u1ea3i g\u00e1nh chi ph\u00ed v\u1eadn h\u00e0nh c\u1ee7a c\u00e1c m\u00f4 h\u00ecnh kh\u1ed5ng l\u1ed3, \u0111\u1ea1i tr\u00e0. Nh\u1eefng m\u00f4 h\u00ecnh nh\u1ecf h\u01a1n c\u0169ng d\u1ec5 d\u00e0ng th\u00edch \u1ee9ng v\u1edbi nhu c\u1ea7u kinh doanh thay \u0111\u1ed5i v\u00e0 t\u00edch h\u1ee3p v\u00e0o c\u00e1c quy tr\u00ecnh CX hi\u1ec7n c\u00f3.”<\/p>\n

Assaf Baciu<\/a>, \u0110\u1ed3ng s\u00e1ng l\u1eadp v\u00e0 Ch\u1ee7 t\u1ecbch c\u1ee7a\u00a0Persado<\/a>, cho bi\u1ebft th\u00eam:<\/p>\n

“Trong nh\u1eefng th\u00e1ng g\u1ea7n \u0111\u00e2y, ch\u00fang ta \u0111\u00e3 ch\u1ee9ng ki\u1ebfn s\u1ef1 ra m\u1eaft c\u1ee7a nhi\u1ec1u “t\u1ed5ng \u0111\u00e0i vi\u00ean AI” t\u1eeb c\u00e1c \u00f4ng l\u1edbn c\u00f4ng ngh\u1ec7 – nh\u01b0ng nh\u1eefng agent ‘\u0111a n\u0103ng’ n\u00e0y kh\u00f4ng \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c nhu c\u1ea7u ri\u00eang bi\u1ec7t c\u1ee7a c\u00e1c doanh nghi\u1ec7p, ng\u00e0nh ngh\u1ec1 hay tr\u01b0\u1eddng h\u1ee3p s\u1eed d\u1ee5ng c\u1ee5 th\u1ec3. V\u00e0o n\u0103m 2025, d\u1ef1 ki\u1ebfn s\u1ebd c\u00f3 s\u1ef1 gia t\u0103ng c\u1ee7a c\u00e1c t\u1ed5ng \u0111\u00e0i vi\u00ean AI \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf chuy\u00ean bi\u1ec7t \u0111\u1ec3 gi\u1ea3i quy\u1ebft c\u00e1c m\u1ee5c ti\u00eau c\u1ee5 th\u1ec3. C\u00e1c c\u00f4ng ty s\u1ebd s\u1eed d\u1ee5ng c\u00f4ng c\u1ee5 n\u00e0y cho nhi\u1ec1u m\u1ee5c \u0111\u00edch kh\u00e1c nhau, v\u00ed d\u1ee5 nh\u01b0 c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, t\u1ed1i \u01b0u h\u00f3a ho\u1ea1t \u0111\u1ed9ng ho\u1eb7c qu\u1ea3n l\u00fd \u0111\u00e1nh gi\u00e1 r\u1ee7i ro.<\/p>\n

M\u1ed9t trong nh\u1eefng \u1ee9ng d\u1ee5ng quan tr\u1ecdng nh\u1ea5t AI n\u00e0y l\u00e0 h\u1ed7 tr\u1ee3 tu\u00e2n th\u1ee7 quy \u0111\u1ecbnh. Tr\u01b0\u1edbc \u00e1p l\u1ef1c t\u1eeb c\u00e1c quy \u0111\u1ecbnh ng\u00e0y c\u00e0ng kh\u1eaft khe, nh\u1eefng gi\u1ea3i ph\u00e1p AI \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u h\u00f3a \u0111\u1ec3 qu\u1ea3n l\u00fd v\u00e0 \u0111\u1ea3m b\u1ea3o s\u1ef1 ph\u00f9 h\u1ee3p tr\u00ean nhi\u1ec1u quy tr\u00ecnh, nh\u01b0 qu\u1ea3n tr\u1ecb th\u01b0\u01a1ng hi\u1ec7u v\u00e0 n\u1ed9i dung, s\u1ebd tr\u1edf th\u00e0nh c\u00f4ng c\u1ee5 kh\u00f4ng th\u1ec3 thi\u1ebfu.”<\/p>\n

7. \u0110\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m c\u00e1 nh\u00e2n h\u00f3a, c\u00e1c th\u01b0\u01a1ng hi\u1ec7u s\u1ebd t\u1eadp trung nhi\u1ec1u h\u01a1n v\u00e0o d\u1eef li\u1ec7u b\u00ean th\u1ee9 nh\u1ea5t v\u00e0 d\u1eef li\u1ec7u t\u1ef1 nguy\u1ec7n t\u1eeb kh\u00e1ch h\u00e0ng*<\/h2>\n

\"\"<\/p>\n

Gi\u1ea3i th\u00edch m\u1ed9t s\u1ed1 thu\u1eadt ng\u1eef:<\/p>\n