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.

What was the impact of the AI solution?

The chatbot cut the time spent fixing IT issues by about 50%. It reduced IT team workload and improved employee onboarding and query resolution. The solution delivered high availability and performance under heavy loads and can be rolled out to more stores.

Rank#1,653of 2,931

Source

GCP

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

Reported outcomes

−50%

timeTime & speed

Strategic outcomes

New product / capabilityBuilt an internal IT support chatbotCustomer experience & trustImproved employee self-service supportSpeed & agilityAccelerated IT issue resolutionScale & capacityEnabled rollout to more stores

Catalog median for time & speed deployments: −55% across 674 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 4

1Employee support automation
2IT helpdesk chatbot
3Conversational AI

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.

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

The chatbot cut the time spent fixing IT issues by about 50%.
It reduced IT team workload and improved employee onboarding and query resolution.
The solution delivered high availability and performance under heavy loads and can be rolled out to more stores.

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.

Implementation partners1

Cloud Ace

Sources & evidence1

Groundedness: 5/5

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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Provider evidence

GCP provider page GCP ranked cases

Market context

Retail industry insights Vietnam country insights

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