Celcom launches first intelligent virtual agent in South East Asia

Celcom launches first intelligent virtual agent in South East Asia
AI powered chatbot can interact with customers and answer transaction related questions 

Elly Yates-Roberts |

Malaysian telecommunications provider Celcom Axiata Berhad has launched an intelligent virtual agent which brings together artificial intelligence (AI) and machine learning technology to interact with customers.

The chatbot features two personas – Clive and Emma – each with their own personalities and different ways of engaging with customers and answering their questions.

Clive and Emma are powered with Microsoft’s AI and machine learning technology which enables them to initiate conversations with consumers in a more natural sounding way. It also enables Clive and Emma to auto-learn question variations through a knowledge-based system that will improve their effectiveness over time.

The chatbot is also integrated with Microsoft’s Language Understanding Intelligent Service (LUIS) which helps to create a more natural conversation experience.

“AI is one of the most important things humanity is working on and holds the potential for some of the biggest advances we are going to see,” said Michael Kuehner, chief executive officer of Celcom Axiata Berhad. “Automated customer service is not constrained by time zones or public holidays. Clive and Emma will be able to meet the needs of today’s customers, who are becoming more tech savvy, and give them the best response possible at any time, wherever they are.”

Clive and Emma are currently available through Celcom’s online customer service facility and can deliver quick and engaging responses to customers, helping them with day-to-day transactions such as checking their balance, paying bills and handing over to a live agent when necessary.

“We believe that the AI building blocks that Microsoft is developing, such as computer vision, speech and knowledge recognition, should be made available to all so that they can create their own AI-based solutions,” said K Raman, managing director, Microsoft Malaysia. “Our partnership with Celcom stems from this shared interest and vision. The intelligent virtual agents Clive and Emma are developed by leveraging Microsoft’s cutting-edge AI and machine learning technology and we are excited about their potential in transforming customer experience.”

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