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The Post-App Era Of Chatbots
December 21, 2017 News AI analytics big data


Microlink Solutions Berhad (‘Microlink’), a local ICT solutions provider that specialises in financial solutions, said today that Chatbot technology will change the way businesses communicate with their customers in a press release.

The AI from Microlink’s Chatbot understands while continuing to learn human tasks and converse intelligently to help solve customers’ queries and problems it said.

Group CEO of Microlink, Chia Yong Wei shares that he believes, often first base enquiries are repetitive questions that can be easily answered and that customers are more interested in getting immediate answers rather than to speak to a customer representative.

“By using Chatbot, businesses can engage their customers 24-7 and provide immediate and relevant answers for their customers about the business and its services. For example, credit card enquiries in the banking industry are often similar. With a Chatbot programme installed, the bank’s customers can get instant digital connections responding to their enquiries at any hour of the day,” adds Chia.

“Think of the Chatbot as a virtual concierge, available all the time to help with basic customer enquiries. Further to that, they can schedule appointments for customers who need more in-depth assistance from the company’s specialists. This ensures the customer feels attended to and knows that their problem has been addressed and will be taken to the next level if needed,” he adds.

According to Gartner, enterprises are expected to spend more on bots and chat bots by 2021 over traditional mobile apps in a post-app era.

“Users no longer want to download multiple applications to engage with multiple companies. Instead, they want immediate digital communications on one site where their questions will be addressed efficiently,” explains Chia.

He added that Chatbot automates mundane routine processes, and that allows enterprises to upskill their workforce, reduce re-training costs and most importantly improve customer satisfaction by extending their service hours to 24-7.

The Chatbot is reported to be easily integrated into customers’ internal workflow processes and third party systems as well as create customised hybrid Chatbot by infusing various technologies available in the market. While it will also be able to converse in both text and voice in 3 different languages; English, Mandarin and Malay.

The Chatbot versatility means that it can be used in various industries that require immediate customer service engagement such as healthcare, banking, insurance, F&B and more thus giving it an edge in engaging with communities to create smarter cities; provide 24-7 communication in building management; attend and schedule patients visit at hospitals; create pre-order facilities for the F&B industry to reduce customer waiting time and many more.

“Chatbot technology is set to disrupt customer interaction and we are ever ready to provide businesses with the solutions to embrace this new digital disruption,” ends Chia.