Developed with Vertex AI Agent Builder and Gemini 1.5 Pro, the chatbot integrates seamlessly with 7-Eleven Vietnam's official app and chat channel, Zalo. This means employees from 140 stores can use it to resolve their IT issues in a familiar setting, rather than having to navigate to a new site, as they had to with the previous solution. 

Head of Engineering Luu Anh Tuan cites the example of a malfunctioning in-store printer. Before the chatbot, an IT engineer always had to be on call to help store staff rectify the situation, no matter the complexity. With the chatbot, the process is now streamlined. 

Structured question flows help affected staff find answers to potential queries, with the natural-language capabilities helping to identify printer models and providing suitable solutions. The customizable conversation structure also ensures that employees get short, accurate, and precise responses to their queries. The relevant, step-by-step supporting documentation helps resolve issues more quickly, and, by enabling employees to solve their own challenges, the chatbot frees up the IT team to focus on more complex cases. 

7-Eleven Vietnam worked closely with Google Cloud partner Cloud Ace to develop proof-of-concept and test features prior to production. Using Vertex AI Agent Builder to customize the chatbot, they designed the optimal flow needed to make conversations clear and effective. Cloud Ace also provided support and training to help 7-Eleven Vietnam make the most of Gemini 1.5 Pro. 

Thanks to Google Cloud’s scalable infrastructure, the chatbot delivers high availability and performance even under heavy loads–it can not only be relied upon by employees at 140 stores across Vietnam, but can easily be rolled out to additional stores to support more employees in the future.