Kuala Lumpur, 1 December 2020 – Communicating through live chat interfaces has become an increasingly popular means to provide real-time customer service in the 21st century. Human customer service agents are being replaced by computer software agents or chatbot. The chatbot is a system designed to communicate with human users by means of natural language based on Artificial Intelligence (AI).
Current developments in this area suggest that interaction with technologies, either by natural language or by speech, is possible because of technology development, and users become more used to interacting with digital entities. It is about creating effective digital assistants, who are able to provide information, answer questions, discuss a specific topic, or perform a task.
Meby Ignatius, Registrar of St John’s International School, Kuala Lumpur said, “We find some advantages of expanding with a chatbot. It improves our client service functions as our existing clients and potential clients may now simply navigate our website and social media pages to gain a specific information about our school, curriculum and costs in real time 24/7/365. Our chatbot named Liya will provide real-time assistance like a customer service officer and offer an interactive communication where they also ask questions to understand the real problem; hence providing an extensive client assistance, always-available support and proactive interactions.”
Mr. Ignatius added that implementing a full functioning chatbot is cheaper and faster than creating a cross platform app or hiring employees for each task. Since chatbots are automated solutions, they allow us to handle interactions simultaneously. By ‘employing’ chatbot that complements human agents, you will not only save on employee costs, but you will also avoid the problems caused by human errors. Now, the agents who used to handle our client service functions have been re-assigned to work on other more essential tasks and interact with targeted clients after Liya has filtered and narrowed down the enquiries.”
Mr. Ignatius said that Liya was developed with collaboration from Robomy Sdn Bhd., an Artificial Intelligence research and development company based in Kuala Lumpur. Chief Technology Officer of Robomy, Mohammed Afsal shared, “AI Chatbots use your existing information and resources like FAQs, to help answer and resolve your clients’ questions and can be trained to give instant responses. Liya provides faster, more consistent support to the clients and fewer repetitive, transactional questions for the support agents.”