(Duke) Nguyen Phan Khoa Duc | Head of Generative AI Product
VNPT AI

(Duke) Nguyen Phan Khoa Duc is Head of Generative AI Product at VNPT AI, where he leads the strategy, development, and commercialization of the company's conversational AI portfolio for enterprise customers across telecommunications, banking, and the public sector. He is responsible for defining product vision and roadmap, leading cross-functional product teams, driving customer discovery, and bringing AI solutions from concept to production.

His current focus includes VNPT AI's agentic AI platform and customer experience platform built on voice AI agents and conversation analytics. Under his leadership, the company launched a next-generation CX platform that combines voice AI agents with conversation analytics for enterprise deployments and transformed its chatbot offering into an agentic AI platform capable of supporting complex enterprise workflows beyond traditional FAQ automation. He also works directly with strategic customers, leading executive engagements, solution design, and go-to-market initiatives while championing AI-native product development practices to accelerate innovation.

Prior to leading the Generative AI portfolio, Duke was Product Manager at VNPT AI, where he oversaw VNPT SmartVoice, a speech AI platform providing speech-to-text, text-to-speech, and voice biometrics, as well as iSense, a conversation intelligence platform for enterprise contact centres. His work included developing analytics capabilities that enabled organisations to analyse 100% of customer interactions, automate quality assurance processes, and generate actionable insights to improve customer experience and operational efficiency.

He began his career as an Artificial Intelligence Engineer at VNPT IT, where he developed natural language processing engines and enterprise chatbot technologies, specialising in production-scale NLP systems and retrieval architectures.

Duke holds a Master of Philosophy in Computer Science from the University of Sydney and a Bachelor's degree in Mathematics, Statistics, and Financial Economics from Gustavus Adolphus College. His expertise spans generative AI, conversational AI, speech AI, natural language processing, machine learning, product strategy, and enterprise AI solutions.