VNPT Group has developed the "Citizen - Business Virtual Assistant" platform integrating natural language processing (NLP) technology, capable of understanding and accurately responding to thousands of questions related to boundaries, policies, documents, and automatic operations to guide and support filling out forms, helping people and businesses access information easily and quickly, minimizing errors and improving the efficiency of document processing. The system also automatically updates, analyzes and adjusts new legal documents and announcements from ministries, branches and localities, helping management agencies reduce workload and process procedures transparently and accurately.

In addition, VNPT's AI technologies also support the classification, checking, scanning and identification of records using computer vision technology, automatically detecting deficiencies, proposing solutions and synthesizing data on the procedure settlement process. As a result, the productivity of staff is improved, the time to process records is significantly reduced, creating conditions for staff to focus on more unique and complex tasks and helping leaders easily make decisions based on real data. The test in Ho Chi Minh City in May 2025 showed that the AI ​​system has helped process hundreds of thousands of records per month, saving tens of thousands of working hours, reducing the workload for nearly 200 staff and significantly improving the digital administrative experiences of people and businesses.

VNPT's AI applications also support the processing of an average of 5,000-6,000 online records per day, saving more than 550 hours of processing time per day and more than 145,000 hours per year, equivalent to the work of nearly 70 staff. People and businesses can look up progress and receive information via ChatBot, creating a comprehensive, transparent and cost-saving procedural journey. With a long-term strategy based on systematic investment in people, infrastructure and data, along with flexible policies, VNPT's AI products are increasingly improved, contributing to improving digital public services, better serving the needs of people and businesses.