Celcom Now With Intelligent Virtual Agent – AI That Interacts With Customers

Celcom Axiata Berhad has announce of their latest way of serving customer with the introduction of a Intelligent Virtual Agent service, where it features AI bots named Clive and Emma.

Celcom Intelligent Virtual Agent

Commercially using Microsoft’s AI technology, the Intelligent Virtual Agent service brings together AI and Machine Learning technology to bring their customers the introduction of two personas, Clive and Emma, where the two AI bots will interact with customers 24/7 with regard to their inquiries and transactions.

Both of the bots will have the opportunity to initiate conversations with the company’s customers with a personal and humanized touch, providing for a unique customer experience anywhere and at any time of the day.

With Microsoft’s Machine Learning feature, it will allow Clive and Emma to learn question variations through a knowledge-based system that enhance their effectiveness over time. They will also be put in with Microsoft’s Language Understanding Intelligent Service, or simply known as LUIS, and will be using reinforced learning for constant updates and improvements.

Well starting from today, Clive and Emma are available on Celcom’s Online Customer Service for you to test it out. It can help with transactions such as:

• Prepaid – Check Balance & Reload, Check Data Usage, Add Value Added Services and Mobile Internet
• Postpaid – Check Bill details, Pay Bills, Check Data Usage, Add Value Added Services and Mobile Internet
• Key FAQs with plan suggestions
• Roaming Data and Voice
• Check roaming partners
• Small Talk and Personas
• Ability to handover to Live Agent

In addition to that, Celcom has also signed a memorandum of understanding with Microsoft Malaysia on a strategic partnership that consists of four building blocks, namely for use of Emerging Technologies, Joing Go-To-Market for Small Medium Businesses, Modern Workplace Solutions, and also Joint Recruiting Activities.

Pokdepinion: If the bots can do their work properly and provide smooth service to their customers, then why not? I’m just afraid if they aren’t efficient and customers will still need to turn their attention to usual operators. What do you think? Is it a good move from Celcom?