A customer messages at 10pm asking about price. You reply the next morning — and they have already bought from someone else. In social commerce, five minutes late usually means one lost order.

Agentic AI: it does the work, it does not just answer

This week Vietnam AI Day 2026 (AI4VN) officially kicked off with the theme Agentic AI — systems that plan and execute tasks on their own. It is the event's 9th year, scheduled for early November at Vietnam National University, Hanoi.

The difference is behavioural, not a matter of model size:

	AI that answers	Agentic AI
Starts when	someone asks	new data arrives
What it does	produces an answer	reads data, decides, calls systems
Finishes when	the answer is given	the job is done
Who does the rest	you	there is no rest

That stays abstract until you put it next to a specific operational problem.

The real problem: every minute of waiting is an order

Working with shop owners in Ho Chi Minh City and Hanoi, we kept seeing the same pattern: 500 conversations a day spread across three Facebook pages and one Zalo account. Staff constantly switching apps, copying order details into spreadsheets by hand, and by end of day nobody sure which customers had actually been served.

At peak hours, response time stretches from seconds to hours. Not from a shortage of people — but because most of those people's time goes to identical questions: is it in stock, how much, when does it ship.

That is exactly the kind of work an agentic system can carry end to end.

Where SIBA puts agentic AI

Inside Chốt Ngay — SIBA's multi-channel sales platform — the autonomous sales AI module goes past scripted chatbots. It handles straightforward sales conversations on its own, processes orders, follows up after the sale, and keeps learning from the interactions human staff get right.

When something exceeds what it can handle, it hands over to a person with the full conversation context — so nobody has to make the customer start over.

Measured results on the platform:

• Response time down 80% — from over 5 minutes to under 60 seconds, across every channel
• Conversion up 30%
• Five platforms in one inbox: Facebook, Instagram, Zalo, TikTok, WhatsApp

What matters here is not the technology but where it sits: on the most repetitive, most time-consuming step of the day.

Where to start

Do not automate everything at once. Pick one task — usually whichever answer you repeat most often — and follow this order:

flowchart TD
  A[Pick the most repeated task] --> B[Measure again after two weeks]
  B --> C{Did the number improve?}
  C -->|Yes| D[Right direction, expand from here]
  C -->|No| E[Write the process on paper, cut dead steps]
  E --> F{Still jamming on repetition?}
  F -->|No| G[Solved, no AI needed yet]
  F -->|Yes| H[This is where agentic AI earns its place]

The "write it on paper" step matters more than it looks: most organizations find two or three steps that are simply unnecessary, removable immediately, costing nothing in software.

What should you automate first?

If you are not sure which of your processes to start with, SIBA surveys the actual workflow, identifies the measurable bottleneck, and only then proposes a solution — we do not sell before understanding the problem. Book a free workflow survey with us.

---

Source: VnExpress, 18/07/2026. Platform figures from the Chốt Ngay project record.