How can VnExpress integrate AI Agents in Marathon Races?

Joining hands with FPT, VnExpress has joined the race to apply Artificial Intelligence (AI), deploying AI Agents virtual assistant to help automate information consulting about Marathon races, reducing operational load from registration, searching to receiving QR codes, bringing the experience of a classy and professional sports tournament.

VnExpress pioneering in applying AI Agents in Marathon races to create breakthroughs for professional sports events

With the spirit of innovation, creativity and constantly moving with the times, VnExpress is also breaking through on technology race. Joining hands with FPT Smart Cloud, a member of FPT Group, VnExpress officially integrates FPT AI Agents into the operation of the VnExpress Marathon running system. This is a step that demonstrates VnExpress’s long-term vision in improving operational efficiency and optimizing user experience, opening a revolution in customer experience when participating in sports competitions: Smarter, faster and more personalized.

Each season, VnExpress Marathon attracts tens of thousands of athletes to participate, but the support team is extremely “thin” with only a few people on the fanpage, website and email. They have to handle tens of thousands of messages from participants, asking for information about the race, mostly frequently asked questions about how to register, pay, receive QR codes, change information, issue Race-kit… Especially, in the days close to the race, when the need for support increases suddenly, the team of consultants is often in a state of stress and urgency to be able to respond to participants promptly.

Effectively responding to VnEpress’s problem, FPT AI Agents is capable of supporting users right on the fanpage, livechat website, simultaneously processing hundreds of queries at the same time, operating continuously 24/7. To ensure accuracy and speed, the system is connected to the API with the backend system of VnExpress Marathon, helping to look up registration status, QR code and event information seamlessly. From registration, choosing distance, payment, receiving notifications… to looking up results, receiving completion certificates after the event – all are shortened to just a few messages, instead of waiting for manual responses like before.

Main functions of AI Agents in Marathon races

6 main support functions of AI Agents when integrated into VnExpress Marathon races, helping to answer, process and interact with users:

1. Consulting general information about the race: AI Agents are capable of retrieving data from the document system provided by the business to accurately answer common questions related to each race with some main contents: Time, location of each race; Competition distances, age, gender allowed to participate; Participation fees, incentives, individual & group registration packages
2. Instructions on the online registration process: Clearly present payment, confirmation, and steps to receive email/QR code after registration for individuals, groups and registration on behalf of others. Handle questions such as: “Can I register for a relative?”, “What should I do if I don’t receive the email?”
3. Instructions for receiving Race-kit & QR code: Answer in detail about the location – time to receive Race-kit, what to bring. Handle common situations such as: “I lost the QR code”, “Have not received the confirmation email” → AI will guide how to receive it or handle it next.
4. Support for navigating event information: Help users know the area to go to, departure time for each distance, parking location, event map… With the ability to understand context, AI Agents not only answer the “right question”, but also support expanding content according to the actual needs of users.
5. Post-race support: Guide on how to look up running results, receive completion certificates, find personal photos by bib code. Help users know the next steps to register for the race, if there is a promotion or discount program.
6. Analyze user context & emotions: This is an important feature that helps AI Agents work professionally like a real human resource. If AI Agents sense frustration/anger, or the user says “I want to meet a consultant” → the system will automatically forward to a real consultant. In case AI Agents do not have the appropriate information, the system will “tactfully refuse”, avoiding misunderstandings or wrong answers.

How do AI Agents set new standards for professional events in the digital age?

Not simply a chatbot with a fixed script, VnExpress’s AI Agents are integrated with a series of the world’s leading AI technologies such as Generative AI, large language models (LLM), capable of creating natural conversations, grasping situations and responding flexibly like humans. In particular, AI Agents are also equipped with computer vision technology to recognize QR codes, supporting image-related processes. Another important technology of FPT AI Agents is Sentiment Analysis, which helps AI identify the user’s mood to give appropriate feedback. Even when sensing discomfort from the user, the system will automatically forward it to the consultant to ensure the conversation is still effective.

The outstanding difference is the ability to automate the entire journey of race participants, from before – during – to after the event. If in the past, users had to spend hours, even days to get support, now, it only takes a few seconds to complete operations such as registration, checking QR codes, changing distances, receiving race results or uploading event photos. Everything happens directly on the chat box, without having to download the application or call the hotline. Immediacy, accuracy and personalization have become the new standard for user experience at sports competitions.

The integration of AI Agents not only relieves pressure and optimizes human resources, but also affirms VnExpress’s leading position on the journey of innovation, setting a new standard for the event organization industry, especially sports competitions in Vietnam. It is not only a solution to the problem of human resources and performance, but also a long-term strategy to create a modern event organization model with a large number of participants and a principle of taking participants as the center, bringing smart and simple utility experiences.

In the near future, AI Agents will continue to develop and spread to many other industries, will not only be “virtual assistants” in races, but will be essential “AI colleagues” in every interaction between businesses and customers.

In a world of constantly changing technology, applying AI to every user experience is no longer a distant thing, but is becoming a new standard. With the companionship of FPT technology group, VnExpress not only organizes quality races, but also takes the lead in creating a smart, effective sports event model, shaping the game.

Hai Van.