|I&T Wish||AI Voicebot and Chatbot for Customer Service Centre
(REF : W-0217)
|Summary and Challenges||
Customer Service Centre (CSC) receives fault reports mainly from B/D clients. Most of the fault reports are from fault reporting hotline, some fault reports are submitted through fault reporting Web form. The proposed system shall include a voicebot and a text-based chatbot with AI technology. The voicebot integrates with the CSC PABX telephone system to handle phone calls while the chatbot runs on the website to handle text chats. The system shall also integrate with Customer Relationship Management System (CRM) for client information and Job Logging System for job service ticketing and logging.
The system shall be implemented as a total solution adopting the on-premises based installation including hardware, software and implementation services. By using Natural Language Processing (NLP), Speech-to-text (STT) and Text-to-speech (TTS) techniques, the system shall support multi-lingual conversation in Cantonese, Mandarin, English and mixture. The system has the ability to understand Hong Kong-style slangs, buzzwords, abbreviations, auxiliary and colloquial.
|Expected Outcome||A total solution to implement the AI Voicebot and Chatbot system for Customer Service Centre. Voicebot handles phone calls on fault reporting hotline while Chatbot provides an alternative channel on fault reporting Web Form.|
|Expected Trial Duration||12 months (in Agile approach that outcome will be available at each sprint. An initial product can be operated in about three months.)|
|Propose I&T Solution||Closed|