VNPT Trade Union pioneers in applying the smart knowledge platform iKNOW

Initiatives from understanding the difficulties of both customers and employees

Mr. Le Thai Hung said that the Smart Knowledge Platform - VNPT iKNOW (iKNOW) is one of VNPT's fastest growing information technology product and service ecosystems.

In essence, iKNOW is a smart knowledge AI assistant that supports cadres, civil servants, and public employees in organizing internal documents and documents into a smart knowledge warehouse, strictly delegated according to their roles. Thanks to the application of Generative AI and other advanced technologies, the initiative helps users manage, delegate authority and exploit data effectively (correct and sufficient), safely (un detected)," said Mr. Le Thai Hung.

According to Mr. Hung, the starting point of iKNOW is the difficulties that both users and the product development team witness every day. From the user's side, many administrative agencies have deployed traditional knowledge management systems (KMS) but have encountered many limitations: Only supporting accurate search by keyword, requiring each file to open to read/search for detailed content. As the volume of data increases, the lookup work becomes more difficult, time-consuming, and even puts pressure on cadres, civil servants, and public employees.

From that reality, the research and development team has applied artificial intelligence (AI) and big Data to build new solutions. iKNOW integrates Generative AI technology to understand intentions and synthesize information flexibly in context; officers do not need to remember the exact words and concepts when handling work. At the same time, iKNOW applies Big Data technology to quickly search and retrieve information in a huge data warehouse. This approach makes iKNOW a practical support tool for daily work.

The company's trade union is a pioneer in using solutions

Mr. Hung said that right from the beginning of the idea, the development team identified this as a challenging journey. In the market, many Generative AI application tools of major international companies have appeared, but not optimized for Vietnamese, easily citing inappropriate information sources (false or lack of focus), leading to inaccurate or spreading answers, causing difficulties for users.

The iKNOW project group inherited the AI technology research and application platform from before, especially the large language model (LLM) developed by VNPT AI - currently leading the VLMU ranking for Vietnamese understanding.

Thanks to mastering core technology, despite many technical difficulties, the group has gradually completed the product, providing solutions that are both technologically strong and suitable for Vietnamese practice. The biggest difficulty lies in refining the AI model for Vietnamese and collecting and labeling specialized data - a job that requires experts in each field, said Mr. Hung.

Mr. Le Thai Hung shared that the project received the support of VNPT's leadership, not only guiding and encouraging but also supporting the group to access real data sources.

On the company's side, this is the pioneer unit that has used the solution from the very beginning, continuously giving comments to make the product more complete and suitable for practical needs. This coordination helps VNPT AI overcome data gaps, deeply understand the characteristics of Vietnamese text, thereby successfully developing iKNOW - a "Make in Vietnam" product ready for wide deployment in many different fields.

After research and development, iKNOW has completed the first version and has been put into practice since July 1, 2025. VNPT Group's internal internal operations have used iKNOW to build a centralized knowledge warehouse, helping the document, process and form system to be scientifically organized and easily looked up. At the same time, iKNOW has been deployed to nearly 30 customers who are organizations, agencies, units (communes, wards, etc.) in many provinces and cities across the country such as Hanoi, Thanh Hoa, Khanh Hoa, Tay Ninh, Lam Dong, etc.

The product directly serves end users who are civil servants and public employees according to the two-level government model; helping them reduce time to look up information, grasp new policy documents issued by the Party and the State faster. Through practical use, units highly appreciate the system's ability to look up quickly, accurately and securely, and staff have more time to focus on complex tasks. The initiative helps save 5% of each individual's labor productivity, instead of working 8 hours/day, labor can be reduced by about 0.4 hours/day," Mr. Le Thai Hung shared.

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