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As a pioneer in researching and developing Generative Artificial Intelligence (GenAI) solutions, FPT Smart Cloud has integrated its FPT AI Knowledge Explore solution into FPT Group’s Quality Management System (QMS). This integration enhances utility and simplifies information and document retrieval on the website https://qms.fpt.com/.
As one of Vietnam’s leading corporations, FPT Group owns a comprehensive and professional Quality Management System (QMS). This internal code encompasses policies, procedures, compliance regulations, documents, and records established by FPT Group. The QMS system formalizes processes, procedures, and responsibilities, streamlining and directing corporate activities to meet customer and regulatory requirements, improve efficiency, and achieve synchronized quality objectives.
Currently, FPT Group’s QMS system houses tens of thousands of documents, including procedures, regulations, guidelines, and templates. Searching for and retrieving information from such a vast database consumes significant time. As a leader in developing GenAI applications within the group, FPT Smart Cloud has integrated the FPT AI Knowledge Explore solution into the QMS system to improve employee convenience during use.
FPT AI Knowledge Explore is an enterprise knowledge management solution capable of unifying knowledge sources, enabling users to quickly access necessary corporate information through an intuitive chat interface and search tools. This marks a significant advancement over traditional document management processes, which primarily focus on storage but struggle with categorization, permission setting, and searchability. With FPT AI Knowledge Explore, the FPT QMS system is standardized and operates more efficiently, delivering an exceptional user experience and boosting productivity.
The solution leverages cutting-edge technologies such as Generative AI, Large Language Models (LLMs), and Reinforcement Learning (RL) to provide highly accurate answers while preventing data leakage and mitigating AI hallucinations. The system includes Enterprise Access Controls to ensure maximum security. Additionally, it allows data output integration with various enterprise systems such as ERP, CRM, HRM, ECM, EP&A, or external systems like websites and information portals.
FPT AI Knowledge Explore has been integrated into the FPT QMS platform for the group and its 10 subsidiary companies, consolidating 10,019 documents and enabling administrators to assign permissions flexibly. Employees can easily retrieve data, and updates regarding published, revised, or withdrawn documents are synchronized weekly on the FPT AI Knowledge Explore system. Employees can receive 24/7 support from the AI Assistant, named “QMS Agent,” to search for information contained in the company’s operational documents or general group materials. In just one second, QMS Agent provides precise answers with specific references to related documents, allowing employees to directly access the documents on QMS conveniently. However, the AI Assistant is restricted from answering sensitive questions such as those related to salary, benefits, or special entitlements.
QMS Agent Experience on FPT QMS
After one month of implementation, thousands of employees accessed the FPT QMS system to experience the service. QMS Agent successfully addressed 80.9% of inquiries, while 19.1% of queries remained unanswered due to common reasons such as the system not finding relevant information (33.5%) or the question being outside the scope of available documents (66.5%). Many employees posed questions related to system exploration, decision-making requests (e.g., right or wrong, subject to penalties), or inquiries unrelated to document retrieval, which QMS Agent could not adequately address.
In the future, FPT Smart Cloud plans to upgrade and enhance the quality of FPT AI Knowledge Explore to meet the growing demands of employees across member companies, delivering superior utility for the group’s internal systems.