The age of human interaction with just another human is evolving, no longer our natural communication is restricted to a biological being it is now extending to non-human entity. Forget about robots or Terminator like machines those are still in the distant and have yet to be perfected, our daily engagement with our tech devices is now and without us realising we are already interacting with machines. Emails, replies on social media that you’re receiving could probably be sent to you by very intelligent bots that are able to analyse,predict and respond. Malaysians are experiencing this right now whenever they chat over TIME dotcom Facebook page,the first telco in the country to leverage IBM Watson Artificial Intelligence (AI) technology.
Chat bots or virtual assistants are being constantly adopted by organisation as their first form of contact to handle customer inquiries and handle simple tasks like forwarding the request to the right department or arranging appointments for a technicians visit. In the case of TIME the bot named T-Bot, is trained with over 1,000 intents, question variants and entity aliases,it uses Natural Language Processing capabilities to understand questions, provide instant and comprehensive replies, perform basic troubleshooting and route more complex questions to customer service agents.
“TIME is committed to delivering an exceptional customer experience. T-Bot helps us reach a happy medium between technological efficiency and human reasoning, boosting our query response rate and overall customer experience,” said Angelia Ooi, TIME’s Head of Marketing & Experience.
“We worked with our business partner Persistent Systems to design the application on IBM Cloud to be the best possible engine for smart virtual assistants based on Watson Assistant technology,” said Chong Chye Neo, Managing Director, IBM Malaysia. “This enables companies like TIME to harness and fine-tune data quickly to create highly personalised user experiences.”
T-Bot is now up and running on TIME’s Facebook page, available to answer frequently asked questions from prospective and current customers.
