{"id":"https://openalex.org/W4360610247","doi":"https://doi.org/10.1080/24751839.2023.2183631","title":"Design and implementation of a VoIP PBX integrated Vietnamese virtual assistant: a case study","display_name":"Design and implementation of a VoIP PBX integrated Vietnamese virtual assistant: a case study","publication_year":2023,"publication_date":"2023-03-23","ids":{"openalex":"https://openalex.org/W4360610247","doi":"https://doi.org/10.1080/24751839.2023.2183631"},"language":"en","primary_location":{"id":"doi:10.1080/24751839.2023.2183631","is_oa":true,"landing_page_url":"https://doi.org/10.1080/24751839.2023.2183631","pdf_url":"https://www.tandfonline.com/doi/pdf/10.1080/24751839.2023.2183631?needAccess=true&role=button","source":{"id":"https://openalex.org/S4210226961","display_name":"Journal of Information and Telecommunication","issn_l":"2475-1839","issn":["2475-1839","2475-1847"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information and Telecommunication","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.tandfonline.com/doi/pdf/10.1080/24751839.2023.2183631?needAccess=true&role=button","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5017173784","display_name":"Hai Son Hoang","orcid":null},"institutions":[{"id":"https://openalex.org/I3020192730","display_name":"Tr\u01b0\u1eddng \u0110H Nguy\u1ec5n T\u1ea5t Th\u00e0nh","ror":"https://ror.org/04r9s1v23","country_code":"VN","type":"education","lineage":["https://openalex.org/I3020192730"]}],"countries":["VN"],"is_corresponding":false,"raw_author_name":"Hai Son Hoang","raw_affiliation_strings":["Faculty of Engineering and Technology, Nguyen Tat Thanh University, Ho Chi Minh City, Vietnam"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Engineering and Technology, Nguyen Tat Thanh University, Ho Chi Minh City, Vietnam","institution_ids":["https://openalex.org/I3020192730"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Anh Khoa Tran","orcid":null},"institutions":[{"id":"https://openalex.org/I141445968","display_name":"Ton Duc Thang University","ror":"https://ror.org/01drq0835","country_code":"VN","type":"education","lineage":["https://openalex.org/I141445968"]}],"countries":["VN"],"is_corresponding":false,"raw_author_name":"Anh Khoa Tran","raw_affiliation_strings":["Modeling Evolutionary Algorithms Simulation and Artificial Intelligence, Faculty of Electrical and Electronics Engineering, Ton Duc Thang University, Ho Chi Minh City, Vietnam"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Modeling Evolutionary Algorithms Simulation and Artificial Intelligence, Faculty of Electrical and Electronics Engineering, Ton Duc Thang University, Ho Chi Minh City, Vietnam","institution_ids":["https://openalex.org/I141445968"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5077895505","display_name":"Thanh Phong Doan","orcid":"https://orcid.org/0009-0000-2930-8867"},"institutions":[{"id":"https://openalex.org/I141445968","display_name":"Ton Duc Thang University","ror":"https://ror.org/01drq0835","country_code":"VN","type":"education","lineage":["https://openalex.org/I141445968"]}],"countries":["VN"],"is_corresponding":false,"raw_author_name":"Thanh Phong Doan","raw_affiliation_strings":["Modeling Evolutionary Algorithms Simulation and Artificial Intelligence, Faculty of Electrical and Electronics Engineering, Ton Duc Thang University, Ho Chi Minh City, Vietnam"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Modeling Evolutionary Algorithms Simulation and Artificial Intelligence, Faculty of Electrical and Electronics Engineering, Ton Duc Thang University, Ho Chi Minh City, Vietnam","institution_ids":["https://openalex.org/I141445968"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101472479","display_name":"Huu Khoa Tran","orcid":"https://orcid.org/0000-0001-5268-2355"},"institutions":[{"id":"https://openalex.org/I107470533","display_name":"Tamkang University","ror":"https://ror.org/04tft4718","country_code":"TW","type":"education","lineage":["https://openalex.org/I107470533"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Huu Khoa Tran","raw_affiliation_strings":["Department of Information Management, Tamkang University, New Taipei City, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Management, Tamkang University, New Taipei City, Taiwan","institution_ids":["https://openalex.org/I107470533"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5034169259","display_name":"Duc Ngoc Minh Dang","orcid":"https://orcid.org/0000-0001-9302-3129"},"institutions":[{"id":"https://openalex.org/I109689652","display_name":"FPT University","ror":"https://ror.org/03esj4g97","country_code":"VN","type":"education","lineage":["https://openalex.org/I109689652"]}],"countries":["VN"],"is_corresponding":false,"raw_author_name":"Ngoc Minh Duc Dang","raw_affiliation_strings":["Department of Computing Fundamental, FPT University, Ho Chi Minh City, Vietnam"],"raw_orcid":"https://orcid.org/0000-0001-9302-3129","affiliations":[{"raw_affiliation_string":"Department of Computing Fundamental, FPT University, Ho Chi Minh City, Vietnam","institution_ids":["https://openalex.org/I109689652"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5061719042","display_name":"Hoang Nam Nguyen","orcid":"https://orcid.org/0000-0002-9949-0702"},"institutions":[{"id":"https://openalex.org/I141445968","display_name":"Ton Duc Thang University","ror":"https://ror.org/01drq0835","country_code":"VN","type":"education","lineage":["https://openalex.org/I141445968"]}],"countries":["VN"],"is_corresponding":true,"raw_author_name":"Hoang Nam Nguyen","raw_affiliation_strings":["Modeling Evolutionary Algorithms Simulation and Artificial Intelligence, Faculty of Electrical and Electronics Engineering, Ton Duc Thang University, Ho Chi Minh City, Vietnam"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Modeling Evolutionary Algorithms Simulation and Artificial Intelligence, Faculty of Electrical and Electronics Engineering, Ton Duc Thang University, Ho Chi Minh City, Vietnam","institution_ids":["https://openalex.org/I141445968"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":6,"corresponding_author_ids":["https://openalex.org/A5061719042"],"corresponding_institution_ids":["https://openalex.org/I141445968"],"apc_list":{"value":925,"currency":"GBP","value_usd":1134},"apc_paid":{"value":925,"currency":"GBP","value_usd":1134},"fwci":0.6494,"has_fulltext":true,"cited_by_count":4,"citation_normalized_percentile":{"value":0.73525289,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":96},"biblio":{"volume":"7","issue":"2","first_page":"201","last_page":"226"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9886000156402588,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9886000156402588,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11814","display_name":"Advanced Manufacturing and Logistics Optimization","score":0.9207000136375427,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/voice-over-ip","display_name":"Voice over IP","score":0.8196007013320923},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6716430187225342},{"id":"https://openalex.org/keywords/vietnamese","display_name":"Vietnamese","score":0.6473894715309143},{"id":"https://openalex.org/keywords/digitization","display_name":"Digitization","score":0.5826531648635864},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.521021842956543},{"id":"https://openalex.org/keywords/voice-command-device","display_name":"Voice command device","score":0.44359079003334045},{"id":"https://openalex.org/keywords/operator","display_name":"Operator (biology)","score":0.416396826505661},{"id":"https://openalex.org/keywords/multimedia","display_name":"Multimedia","score":0.3579038977622986},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.3023325800895691},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.28737786412239075},{"id":"https://openalex.org/keywords/operating-system","display_name":"Operating system","score":0.14876854419708252}],"concepts":[{"id":"https://openalex.org/C171246234","wikidata":"https://www.wikidata.org/wiki/Q81945","display_name":"Voice over IP","level":3,"score":0.8196007013320923},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6716430187225342},{"id":"https://openalex.org/C103621254","wikidata":"https://www.wikidata.org/wiki/Q9199","display_name":"Vietnamese","level":2,"score":0.6473894715309143},{"id":"https://openalex.org/C2779308522","wikidata":"https://www.wikidata.org/wiki/Q843958","display_name":"Digitization","level":2,"score":0.5826531648635864},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.521021842956543},{"id":"https://openalex.org/C178718744","wikidata":"https://www.wikidata.org/wiki/Q2350070","display_name":"Voice command device","level":2,"score":0.44359079003334045},{"id":"https://openalex.org/C17020691","wikidata":"https://www.wikidata.org/wiki/Q139677","display_name":"Operator (biology)","level":5,"score":0.416396826505661},{"id":"https://openalex.org/C49774154","wikidata":"https://www.wikidata.org/wiki/Q131765","display_name":"Multimedia","level":1,"score":0.3579038977622986},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.3023325800895691},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.28737786412239075},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.14876854419708252},{"id":"https://openalex.org/C158448853","wikidata":"https://www.wikidata.org/wiki/Q425218","display_name":"Repressor","level":4,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C104317684","wikidata":"https://www.wikidata.org/wiki/Q7187","display_name":"Gene","level":2,"score":0.0},{"id":"https://openalex.org/C55493867","wikidata":"https://www.wikidata.org/wiki/Q7094","display_name":"Biochemistry","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C86339819","wikidata":"https://www.wikidata.org/wiki/Q407384","display_name":"Transcription factor","level":3,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1080/24751839.2023.2183631","is_oa":true,"landing_page_url":"https://doi.org/10.1080/24751839.2023.2183631","pdf_url":"https://www.tandfonline.com/doi/pdf/10.1080/24751839.2023.2183631?needAccess=true&role=button","source":{"id":"https://openalex.org/S4210226961","display_name":"Journal of Information and Telecommunication","issn_l":"2475-1839","issn":["2475-1839","2475-1847"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information and Telecommunication","raw_type":"journal-article"},{"id":"pmh:oai:tkuir.lib.tku.edu.tw:987654321/123121","is_oa":false,"landing_page_url":"https://tkuir.lib.tku.edu.tw/dspace/handle/987654321/123121","pdf_url":null,"source":{"id":"https://openalex.org/S4406922698","display_name":"Tamkang University Institutional Repository (TKUIR)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null},{"id":"pmh:oai:doaj.org/article:d893b2e782084f65a3e5827806ac9137","is_oa":true,"landing_page_url":"https://doaj.org/article/d893b2e782084f65a3e5827806ac9137","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Information and Telecommunication, Vol 7, Iss 2, Pp 201-226 (2023)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1080/24751839.2023.2183631","is_oa":true,"landing_page_url":"https://doi.org/10.1080/24751839.2023.2183631","pdf_url":"https://www.tandfonline.com/doi/pdf/10.1080/24751839.2023.2183631?needAccess=true&role=button","source":{"id":"https://openalex.org/S4210226961","display_name":"Journal of Information and Telecommunication","issn_l":"2475-1839","issn":["2475-1839","2475-1847"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information and Telecommunication","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.6000000238418579,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4360610247.pdf","grobid_xml":"https://content.openalex.org/works/W4360610247.grobid-xml"},"referenced_works_count":20,"referenced_works":["https://openalex.org/W1521626219","https://openalex.org/W1968239259","https://openalex.org/W2149176711","https://openalex.org/W2346060509","https://openalex.org/W2351381307","https://openalex.org/W2426038346","https://openalex.org/W2479419361","https://openalex.org/W2519146343","https://openalex.org/W2792106437","https://openalex.org/W2811043787","https://openalex.org/W2885138100","https://openalex.org/W2886357456","https://openalex.org/W2895531884","https://openalex.org/W2965011182","https://openalex.org/W2979540955","https://openalex.org/W3015018346","https://openalex.org/W3103891289","https://openalex.org/W3115014917","https://openalex.org/W3154244947","https://openalex.org/W4292122152"],"related_works":["https://openalex.org/W2901286616","https://openalex.org/W1539704186","https://openalex.org/W4254109238","https://openalex.org/W3113733647","https://openalex.org/W4206924063","https://openalex.org/W2901718966","https://openalex.org/W3042674643","https://openalex.org/W2399890175","https://openalex.org/W3022757400","https://openalex.org/W1614238260"],"abstract_inverted_index":{"As":[0],"digitization":[1],"is":[2,23,53,73],"integrated":[3,80,146,187],"into":[4,36],"daily":[5],"life,":[6],"media":[7,20],"are":[8],"increasingly":[9],"transferred":[10],"over":[11],"the":[12,17,37,49,74,90,108],"Internet.":[13],"Voice-over-Internet":[14],"Protocol":[15],"(VoIP),":[16],"most":[18],"popular":[19],"transfer":[21],"technology,":[22],"attracting":[24],"many":[25,142],"researchers":[26],"and":[27,52,94,180],"investments.":[28],"The":[29,101],"application":[30,63],"of":[31,76,126],"Artificial":[32],"Intelligence":[33],"(AI)":[34],"technology":[35,62,155],"Private":[38],"Branch":[39],"Exchange":[40],"(PBX)":[41],"has":[42],"played":[43],"a":[44,70,82,135,173],"pivotal":[45],"role":[46],"in":[47,58,69,95],"enhancing":[48],"customer":[50,67,136],"experience":[51,68],"able":[54],"to":[55,65,111,123,161],"unite":[56],"employees":[57],"any":[59,99],"company.":[60],"One":[61],"used":[64],"optimize":[66],"call":[71,110],"centre":[72],"use":[75],"an":[77,112,153,182],"automatic":[78,116,183],"PBX":[79,91,145,184],"with":[81,89,130,147,167,172,186],"Virtual":[83,149],"Assistant":[84],"(VA),":[85],"which":[86],"interacts":[87],"directly":[88],"through":[92],"voice":[93],"multiple":[96],"languages":[97],"without":[98],"keystrokes.":[100],"Interactive":[102],"Voice":[103],"Response":[104],"(IVR)":[105],"module":[106],"forwards":[107],"customer\u2019s":[109],"operator":[113,165],"or":[114],"supports":[115],"processing.":[117],"This":[118],"solution":[119],"can":[120],"help":[121,159],"businesses":[122,160],"handle":[124],"thousands":[125],"calls":[127],"per":[128],"day":[129],"optimal":[131],"performance,":[132],"thus":[133],"creating":[134],"care":[137],"campaign":[138],"that":[139],"quickly":[140],"reaches":[141],"users.":[143],"A":[144],"Vietnamese":[148],"Assistants":[150],"(VVA)":[151],"on":[152,164],"AI":[154],"platform":[156],"will":[157],"also":[158],"cut":[162],"down":[163],"costs":[166],"automated":[168],"calls.":[169],"Through":[170],"comparison":[171],"traditional":[174],"PBX,":[175],"this":[176],"article":[177],"analyzes,":[178],"evaluates":[179],"optimizes":[181],"system":[185],"VVA,":[188],"thereby":[189],"offering":[190],"efficient":[191],"solutions":[192],"for":[193],"interest":[194],"companies.":[195]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1}],"updated_date":"2026-06-15T08:34:33.830935","created_date":"2025-10-10T00:00:00"}
