What challenges did 7-Eleven Vietnam face before AI implementation?

The IT team was overloaded by repetitive technical support questions from employees across 140 stores. The prior chatbot could not handle specialized or complex questions such as printer malfunctions. The business needed a scalable internal support experience that employees could use in existing chat channels.

Source

GCPProductionEvidence: Medium65/100

7-Eleven Vietnam deploys Vertex AI Agent Builder + Gemini with Dialogflow CX for IT support chatbot

Use case typeConversational supportUpdated Jun 13, 2026

7-Eleven Vietnam built an internal chatbot to help employees resolve technical issues without relying on the IT team for every request. The previous third-party chatbot lacked industry-specific knowledge and struggled with complex support questions. The new solution uses Google Cloud generative AI to support employees across 140 stores in familiar channels, improving self-service, onboarding, and issue resolution.

Organization: 7-Eleven Vietnam
Industry: Retail
Location: Vietnam
Published: December 2024

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Time: 50% decrease

Google Cloud Customer StoriesDec 1, 2024Customer storyInferred claimMedium evidence strength

The chatbot cut the time spent fixing IT issues by about 50%.

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: 7-Eleven Vietnam
Provider: GCP
Maturity: Production
Linked source: Google Cloud Customer Stories

The solution delivered high availability and performance under heavy loads and can be rolled out to more stores

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 4

1Employee support automation
2IT helpdesk chatbot
3Conversational AI

7-Eleven Vietnam developed an internal chatbot with Vertex AI Agent Builder, Gemini 1.5 Pro, and Dialogflow CX.
The chatbot integrates with the company's official app and Zalo chat channel, uses structured question flows, and applies natural-language understanding to identify equipment models and provide step-by-step troubleshooting guidance.
The company worked with Google Cloud partner Cloud Ace for proof of concept, testing, rollout preparation, support, and training.

Technologies

Vertex AI Agent Builder Gemini 1.5 Pro Dialogflow CX

It reduced IT team workload and improved employee onboarding and query resolution.

Architecture

7-Eleven Vietnam deployed a Google Cloud-based internal support chatbot using Vertex AI Agent Builder, Gemini 1.5 Pro, and Dialogflow CX. The chatbot is integrated into the company’s official app and Zalo, and Cloud Ace supported proof-of-concept, testing, rollout, and training.

Sources & evidence1

Evidence: Medium65/100Evidence strength