Covering Disruptive Technology Powering Business in The Digital Age

Written by: Izzat Najmi, Journalist, AOPG.

Consider yourself lucky if you have never had a chatbot that causes frustration and stress, rather than help solve your problems. Plenty of today’s chatbots used by businesses are rule-based, meaning that they anticipate certain keywords and make decisions to fulfil their customers’ needs based on a series of defined paths. It is ideal for some chatbots to take care of simple tasks but sometimes businesses keep their voice and decision tree structures a little TOO simple, which in fact, will lead to conversation loops or dead ends.

Once we manage to get past the “great barrier” of non-helpful bots, we get to the “exciting” part, the long hours of waiting for human agents to get to us. When we actually get to the talking bit, let’s just say, that our emotions might not be as stable as they were, 4 hours ago. The human conversation may also lead to nasty words being blurted out and, in the end, leaving both the human customer service agent and us, the customer, unsatisfied. So, how to resolve this issue?

Making Customer Service Easier for Customers and Agents

AI Rudder, a software company that develops advanced voice Artificial Intelligence (AI) technology for markets and languages across the Asia Pacific and beyond, recently held an event that discussed the need to accelerate the digital economy with voiced AI. Invited speakers for the event include the likes of the Co-Founder and Managing Director of AI Rudder himself, Kun Wu, along with Alibaba Cloud’s Lead Data Intelligence Architect, Matt Qiu and Touch ’n Go Digital’s Head of Customer Experience & Services, Cyndi Tan.

From left to right: Kun Wu, Co-Founder and Managing Director of AI Rudder; Cyndi Tan, Touch ’n Go Digital’s Head of Customer Experience & Services and Matt Qiu, Alibaba Cloud’s Lead Data Intelligence Architect.

The event started with a demonstration of a real conversation between AI Rudder’s AI voice bot and a guest who registered for the event. In the conversation, the guest managed to ask about everything from what the event is all about, whether or not food and refreshments are provided and up to making his reservations to join the event. Not only that, but the conversation also did not seem “robotic” as the voice used by the AI is very human-like, and we as the audience, could not have guessed whether it was a robot or a human that was conversing!

The event focuses on one main question that lingers among the great minds of business leaders who own and manage customer support services in this country; “How are companies in Malaysia handling the influx of new customer care requests now that digital services are widely used here?” According to AI Rudder, the answer is AI.

A Human-Like Robot

AI Rudder’s AI Assistant processes conversations and interprets consumer intent, and communicates at scale to a level of near-human intelligence using Automatic Voice Recognition (ASR), Natural Language Understanding (NLU), and lifelike Text-To-Speech (TTS).

This creates a wide range of use-cases for businesses to streamline operations such as:

• Automated lead qualification.
• Telemarketing
• Customer information verification.
• Appointment confirmation.
• Payment reminder and collection.
• Collecting order feedback and surveys.

AI Rudder believes its cutting-edge AI solutions are superior to the competition across the board in terms of accuracy and task resolution, and they are currently in use by over 20 markets, hundreds of organisations, and millions of end-users every month.

With demonstrated expertise in Asian languages, dialects, and accents, AI Rudder’s voice AI assistants have the market’s largest linguistic capabilities. Native speakers work on the programming for each language to make sure that all the linguistic and cultural nuance is taken into account. More than 16 languages, dialects, and regional accents from Asia, Europe, and Latin America are stated to be supported by AI Rudder right now. Their voice AI assistants can easily move between different languages to better engage with their customers, ensuring that all of their customers can always get their requirements met in a familiar setting. The AI also gets better with experience as the power of machine-learning means the voices, responses and solutions rapidly improve over time. The more calls, the better.

The goal of AI Rudder is to help businesses improve their customer experience and operational efficiency while providing around-the-clock help for both routine and urgent demands. Live agents, meanwhile, have more time for interactions with clients that are more nuanced, valued, and relevant.

Moving Forward With AI

The speakers at the event are of the opinion that Artificial Intelligence is not about replacing humans but rather, enhancing their capabilities. They commented that AI can help ease human customer service agents by reducing workloads, relieving stressful calls, and letting the agents do the more fulfilling and valuable work that only humans can do which, in return, makes the agents fulfilled and happy. As shown by AI Rudder during the event, the AI bots can speak naturally in a variety of languages and can even engage in human-like conversations. To end, Artificial Intelligence offers great benefits for every business’ customer service to:

• Reduce Cost
  • Efficiencies across business units – lower costs on labour.
  • Robots require zero training.
• Lower Risk
  • Lower risk on regulation and error rate.
  • Lower risk on business scale up and down.
• Boost Revenue
  • Automates lead qualification, telemarketing, renewals, information verification, payment reminders, appointment confirmations and more.
• Have Human-Like Conversations
  • Understands the sentiment, intent, and conversational context, accurately responding to questions while staying 100% compliant.
• Increase Speed of Analysis
  • Analysis of conversation in minutes instead of days.

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