Celcom Axiata last Friday launched Asia’s first Intelligent Virtual Agent service, bringing together cutting-edge Artificial Intelligence (AI) and Machine Learning technology from Microsoft.
Celcom’s customers will now be served by two new virtual personas – Clive and Emma – with their own personalities that will interact with customers 24×7 with regard to their inquiries and transactions.
Both Clive and Emma can initiate conversations with consumers with a personal and humanised touch, providing an awesome customer experience anywhere and at any time.
Microsoft’s Machine Learning feature will allow Clive and Emma to auto-learn questions variations via a knowledge-based system that improves their effectiveness over time. Clive and Emma will also be integrated with Microsoft’s Language Understanding Intelligent Service (LUIS), and will be using reinforced learning technology for constant updates and improvements.
The result is a more natural chat experience compared to the more common static and pre-scripted interactions available. Clive and Emma are available on Celcom’s Online Customer Service and deliver quick and engaging responses to customers, and customers with day-to-day transactions such as:
- Prepaid – Check Balance & Reload, Check Data Usage, Add Value Added Services & Mobile Internet
- Postpaid – Check Bill details, Pay Bills, Check Data Usage, Add Value Added Services & Mobile Internet
- Key FAQs with plan suggestions
- Roaming Data and VoiceCheck roaming partners
- Small Talk & Personas
- Ability to handover to Live Agent
Michael Kuehner, CEO, Celcom Axiata
Keeping our sights on customer-focused strategies with a differentiation, our customers can soon have their digital needs met with always available AI service. The Virtual Agent service with a personalised touch for our customers is one of the many initiatives that reflect Celcom’s relentless drive to improve customer experience
Rene Werner, Chief Customer Service and CX Officer, Celcom Axiata
Clive and Emma are an exciting new way for us to serve & interact with our consumers around the clock in the channels they prefer – Online Care Web and soon, Social Media. Clive and Emma will not only be available around the clock, they can also respond to requests immediately.
