 |
Reshaping AI-Powered Customer Service and CX with Five Pillars of Next-Gen AI
NEW YORK, June 10, 2025 /PRNewswire/ -- Sobot, a leading AI customer contact solution provider, unveiled its "AI-First" strategy at a media launch event this month. The move elevates Sobot AI with five pillars, including Omnichannel AI, Scenario-Based AI, Multi-Faceted AI, Generative AI and Secure AI to create an experience-led, easy-to-use, and efficiency-driven solution.
Sobot Aims to Deliver Intelligent yet More Human-like Service
AI has quickly become central to digital transformation in customer service. According to MarketsandMarkets, the global AI-for-customer-service market was valued at USD 12.06 billion in 2024 and is projected to reach USD 47.82 billion by 2030. Yet 52% of customers prefer human interaction for its empathy, while another 42% favor a blend of AI and human support.
While some customers find AI insufficiently human, its adoption in customer service is now irreversible. Customer service solution providers must therefore balance customer expectations with the power of AI.
"Fed up with limited contextual comprehension, inflexible responses, and poor emotional perception, customers want their needs understood and met," said Yi Xu, CEO of Sobot. "Our 'AI-First' strategy doesn't just automate processes; it aims to provide intelligent but more human-like services."
Highlight of Sobot's AI-First Strategy: Five Pillars of Next-Gen AI
Omnichannel AI - Ensuring Seamless, Efficient Experience Across All Channels
Sobot AI integrates websites, mobile apps, social platforms such as Facebook, Instagram and WhatsApp, plus email, phone calls and SMS. Beyond online chat, it includes AI voicebot that can handle inbound and outbound calls. Sobot AI also unifies and connects information of all channels, giving customers a seamless experience wherever they start.
Scenario-Based AI - Providing Industry-Specific Solutions
Sobot AI is never limited to fixed functions, it keeps upgrading and extending, making it suitable for various industries. Designed especially for retail and e-commerce, Sobot AI spans the entire purchase journey. It answers pre-sales inquiries 24/7, converting browsers into buyers; it sends personalized recommendations during checkout to increase the sales volume; it resolves post-sales issues quickly to boost customer satisfaction.
Multi-Faceted AI - Supporting Customers, Agents and Administrators
Sobot AI supports multiple roles during the process of customer service.
For customers, Sobot AI Agent learns from the knowledge base to deliver accurate, humanized service.
For human agents, Sobot AI Copilot suggests replies and drafts summaries, raising efficiency.
For administrators, Sobot AI Insight supplies detailed dashboards to optimize operations.
Generative AI - Combining Multiple Advanced LLMs and SLMs
Powered by leading LLMs (Large Language Models) such as OpenAI and DeepSeek, Sobot AI boasts powerful generative capacity able to decompose knowledge, retrieve the most relevant content, and intelligently composes accurate responses. Sobot AI is also powered by several SLMs (Small Language Models), which is helpful to create industry-oriented solutions, enhancing the accuracy and professionalism of customer service.
Secure AI - Guaranteeing Global Data Privacy and Compliance
Sobot aligns its platform with country-specific regulations and holds a number of internationally recognized certifications in information, cloud, and system security. Regional data centers in the United States, Europe, Singapore, and other locations ensure reliable performance worldwide.
Sobot is Committed to Reshaping Customer Service with Humanized AI
Alongside its "AI-First" strategy, Sobot has refreshed its website, especially the AI Solution page so customers can easily learn more about the basic features, use cases, benefits, and more of Sobot AI. And just as what is shown in its website, Sobot's new generation of AI is committed to creating "experience-led, easy-to-use and efficiency-driven AI for CX".
Xu added, "Our strategy prioritizes customer experience, but it is equally valuable for businesses. The five pillars are its cornerstone, yet their essence is humanization. Sobot will continue to practice this vision, helping more customers and companies reshape service through humanized AI."
For more information, please visit https://www.sobot.io/.
Reshaping AI-Powered Customer Service and CX with Five Pillars of Next-Gen AI
NEW YORK, June 10, 2025 /PRNewswire/ -- Sobot, a leading AI customer contact solution provider, unveiled its "AI-First" strategy at a media launch event this month. The move elevates Sobot AI with five pillars, including Omnichannel AI, Scenario-Based AI, Multi-Faceted AI, Generative AI and Secure AI to create an experience-led, easy-to-use, and efficiency-driven solution.
Sobot Aims to Deliver Intelligent yet More Human-like Service
AI has quickly become central to digital transformation in customer service. According to MarketsandMarkets, the global AI-for-customer-service market was valued at USD 12.06 billion in 2024 and is projected to reach USD 47.82 billion by 2030. Yet 52% of customers prefer human interaction for its empathy, while another 42% favor a blend of AI and human support.
While some customers find AI insufficiently human, its adoption in customer service is now irreversible. Customer service solution providers must therefore balance customer expectations with the power of AI.
"Fed up with limited contextual comprehension, inflexible responses, and poor emotional perception, customers want their needs understood and met," said Yi Xu, CEO of Sobot. "Our 'AI-First' strategy doesn't just automate processes; it aims to provide intelligent but more human-like services."
Highlight of Sobot's AI-First Strategy: Five Pillars of Next-Gen AI
Omnichannel AI - Ensuring Seamless, Efficient Experience Across All Channels
Sobot AI integrates websites, mobile apps, social platforms such as Facebook, Instagram and WhatsApp, plus email, phone calls and SMS. Beyond online chat, it includes AI voicebot that can handle inbound and outbound calls. Sobot AI also unifies and connects information of all channels, giving customers a seamless experience wherever they start.
Scenario-Based AI - Providing Industry-Specific Solutions
Sobot AI is never limited to fixed functions, it keeps upgrading and extending, making it suitable for various industries. Designed especially for retail and e-commerce, Sobot AI spans the entire purchase journey. It answers pre-sales inquiries 24/7, converting browsers into buyers; it sends personalized recommendations during checkout to increase the sales volume; it resolves post-sales issues quickly to boost customer satisfaction.
Multi-Faceted AI - Supporting Customers, Agents and Administrators
Sobot AI supports multiple roles during the process of customer service.
For customers, Sobot AI Agent learns from the knowledge base to deliver accurate, humanized service.
For human agents, Sobot AI Copilot suggests replies and drafts summaries, raising efficiency.
For administrators, Sobot AI Insight supplies detailed dashboards to optimize operations.
Generative AI - Combining Multiple Advanced LLMs and SLMs
Powered by leading LLMs (Large Language Models) such as OpenAI and DeepSeek, Sobot AI boasts powerful generative capacity able to decompose knowledge, retrieve the most relevant content, and intelligently composes accurate responses. Sobot AI is also powered by several SLMs (Small Language Models), which is helpful to create industry-oriented solutions, enhancing the accuracy and professionalism of customer service.
Secure AI - Guaranteeing Global Data Privacy and Compliance
Sobot aligns its platform with country-specific regulations and holds a number of internationally recognized certifications in information, cloud, and system security. Regional data centers in the United States, Europe, Singapore, and other locations ensure reliable performance worldwide.
Sobot is Committed to Reshaping Customer Service with Humanized AI
Alongside its "AI-First" strategy, Sobot has refreshed its website, especially the AI Solution page so customers can easily learn more about the basic features, use cases, benefits, and more of Sobot AI. And just as what is shown in its website, Sobot's new generation of AI is committed to creating "experience-led, easy-to-use and efficiency-driven AI for CX".
Xu added, "Our strategy prioritizes customer experience, but it is equally valuable for businesses. The five pillars are its cornerstone, yet their essence is humanization. Sobot will continue to practice this vision, helping more customers and companies reshape service through humanized AI."
For more information, please visit https://www.sobot.io/.
** The press release content is from PR Newswire. Bastille Post is not involved in its creation. **
Sobot Reveals "AI-First" Strategy for Delivering Human-like Customer Service
HANOI, Vietnam, Jan. 3, 2026 /PRNewswire/ -- Travellive Media Group is pleased to announce the HOTLIST Travellive Editor's Pick 2025 (HOTLIST 2025), a curated project honouring outstanding brands, destinations, and individuals that have made significant contributions to the development of Vietnam's tourism industry over the past year.
HOTLIST is a expert-curated list reflecting the evolving values of the market at each stage of development. The selection process combines the expertise of a prestigious advisory council comprising both domestic and international experts, based on key criteria including quality, innovation, social impact, and sustainable growth potential.
Last year, HOTLIST 2024 made a strong impression on the tourism, hospitality, and service community by recognising more than 40 brands and 12 inspiring individuals across 28 categories spanning hospitality and resorts, destinations, technology, and experiential initiatives. The year also marked the first time HOTLIST expanded into a professional event series, featuring The Insiders Forum and the Honor Ceremony, attracting over 700 guests including senior business leaders and experts from various fields.
HOTLIST 2025: From Seed to Harvest
Entering 2025, HOTLIST is developed under the theme "From Seed to Harvest" inspired by rice, a symbol deeply rooted in Vietnam's wet-rice civilisation and cultural identity. From planting ideas and nurturing resources to harvesting sustainable achievements, this metaphor reflects the authentic development journey of projects, brands, and destinations within the tourism and hospitality industry.
At a time when the tourism sector faces multiple challenges such as climate change, shifting traveller behaviour, and global competition, the spirit of "From Seed to Harvest" underscores the importance of long-term vision, perseverance, and adaptability.
This year, HOTLIST 2025 introduces a public voting component in the final evaluation stage, enabling the community and industry professionals to participate directly in the selection process. Beyond fostering engagement, this initiative also provides an opportunity for audiences to share their firsthand experiences with the shortlisted brands and projects.
HOTLIST 2025 Honourees
HOTLIST 2025 expands its scope across key tourism sectors, featuring 07 main categories: Hospitality; Aviation; Travel Design & Experiences; Destination; Technology & Innovations; Sustainability and Community Projects & Voices. Each category aims to identify exemplary individuals and brands that play a guiding role in shaping the future of Vietnam's tourism and hospitality industry.
This year's list continues to acknowledge well-established brands such as Four Seasons Resort The Nam Hai, Hoi An; Topas Ecolodge; Six Senses Ninh Van Bay; P'apiu Resort; Wink Hotels, among others. It also introduces international brands that have made a positive impact on the Vietnamese market, including voco Quang Binh Resort by IHG, Park Hyatt Phu Quoc, and Hyatt Place Halong Bay, Bai Chay. In the Aviation category, STARLUX AIRLINES was selected for its premium flight experience.
The expansion and diversification of award categories reflect HOTLIST's commitment to comprehensively capturing industry dynamics, while encouraging responsible development models that respect local identity and generate positive social impact.
As part of its mission to deliver practical value to the tourism industry, HOTLIST 2025 will host The Insiders Forum in Hanoi (7 January 2026, Sheraton Hanoi West) and Ho Chi Minh City (19 January 2026, JW Marriott Hotel & Suites Saigon). The forums will gather business leaders, experts, and researchers to share insights and discuss key topics shaping tourism landscape.
On 19 January 2026, The Honor Ceremony will take place in Ho Chi Minh City to officially recognise and present certificates to the brands, projects, and individuals featured in HOTLIST 2025. The event will also serve as a B2B networking platform for industry stakeholders.
Through each edition, HOTLIST Travellive Editor's Pick has gradually become a highly anticipated annual reference point for the tourism community, built on credibility, sustainability-driven orientation, and a series of professional programmes. Through recognition activities, dialogue forums, and community connections, Travellive not only highlights market excellence but also actively contributes to promoting sustainable thinking and elevating standards within tourism industry.
This year, HOTLIST 2025 is supported by The Brand Promise (Co-organiser of The Insiders Forum), PR Newswire (Media Partner), and sponsoring brands including BMWines, Lady Triệu (drink experiences), and Cocoon, Jourdeness (gifts). HOTLIST 2025 continues to amplify meaningful stories, connect outstanding individuals and organisations, and share positive values with the wider public.
** The press release content is from PR Newswire. Bastille Post is not involved in its creation. **
HOTLIST 2025 "From Seed to Harvest": A Story of Resilience and Transformation
