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A group of dedicated Vietnamese developers are looking to reinvent customer service by replacing human representatives with Hana, an artificial intelligence program with the ability to understand and answer questions posed by customers in human language. “Hi,” a student said on an online admissions webpage of a university. “Hi! What can I do to help you?” an admissions counselor replied through a chat window, vocalizing the answer using a female voice. “What subjects are available at the school?” the student asked. “Our school educates students in chemistry, biology, and information technology…” The conversation continued, with question after question from the student about scores, tuition, admissions percentage, facilities, and faculty members. The admissions counselor answered the questions smoothly, without hesitation. The admissions counselor of course is an artificial intelligence program, or…

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