Case Study: 7-Eleven Vietnam achieves more efficient IT support with Google Cloud Platform

Easing IT workloads with a customized, AI-powered chatbot

7-Eleven Vietnam needed a better way to ease IT workloads across its 140 stores, where staff were often relying on IT engineers for even simple issues like malfunctioning printers. Working with Google Cloud Platform, the company built an AI-powered chatbot using Vertex AI Agent Builder and Gemini 1.5 Pro, integrated into its official app and Zalo chat channel so employees could get help in a familiar environment.

Google Cloud Platform, alongside partner Cloud Ace, helped 7-Eleven Vietnam design and test the chatbot’s conversation flow, making responses short, accurate, and easy to follow. The solution now guides staff through step-by-step troubleshooting and self-service support, freeing IT teams to focus on more complex work while delivering high availability and performance for 140 stores, with the flexibility to scale to more locations.

7-Eleven

Luu Anh Tuan

Head of Engineering