CELCOM LAUNCHES ASIA’S 1st VIRTUAL AGENT SERVICE
KUALA LUMPUR: Celcom Axiata Bhd yesterday launched Asia’s first Intelligent Virtual Agent service, combining the use of technology, transaction capability and personality to serve customers.
Chief executive officer Michael Kuehner said the service, which incorporated artificial intelligence and machine learning technology, was the result of a collaboration with Microsoft.
“We invested more than RM1 million in the initial stage of this collaboration, but more (investment) may be needed as this requires ongoing content creation, alterations and training,” he said at the launch of the virtual agent service.
Kuehner said the 24-hour service featured two virtual personalities, Clive and Emma, who would help customers on their enquiries and transactions via a personal and humanised touch.
“They (Clive and Emma) will be able to interact in English for now, but we are also working on Bahasa Malaysia and other languages,” he said.
The virtual agents would be available on Celcom’s Online Customer Service and would deliver quick and engaging responses to customers on prepaid and postpaid services.
“The services include balance checking and reload, data usage, added-value services, mobile Internet, and advice on service plans,” said Kuehner.
On the zero-rating of the Goods and Services Tax, he said the company expected little impact on its business.
“We will see when the Sales and Service Tax (SST) is reintroduced. For now, we do not think there will be a big impact on us.”
At the launch, Celcom and Microsoft (Malaysia) Sdn Bhd also signed a memorandum of understanding to collaborate on use of emerging technology, joint go-tomarket for small and medium businesses, modern workplace solutions and joint-recruiting activities.