The Project
To enhance the customer support experience, the Client has opted to implement an AI-powered chatbot that is capable of assisting customers with their queries while being available 24 hours a day, 7 days a week.
About The Client
Formed in 1990, the Client is the largest electric utility company in Malaysia, responsible for the generation, transmission and distribution of electricity to over 10 million customers found in Peninsular Malaysia and Sabah.
The Challenge
The AI chatbot project marks the first time the Client is leveraging Generative AI to augment the customer experience. As such, there are three main challenges that need to be considered – how best to implement generative AI into a chatbot, how would AI implementation benefit the customers and how much would it cost to implement AI.
Implementing sophisticated Generative AI capabilities
To ensure that the chatbot’s output would be useful to the customers relying on it, we’ve opted to implement advanced artificial intelligence technologies that are capable of understanding complex textual patterns and generating human-like responses that adopt a forward-thinking, customer-centric, and resilient approach.
Comprehensive & robust microservices architecture
On the development side of things, we’ve designed the AI chatbot to prioritise flexibility, scalability, and resilience in order to ensure that it is available 24/7 to the Client’s customers. Additionally, the chatbot is designed to be modular and scalable, allowing the team to enhance it further in the future.
Customer experience focused
Apart from the systems that allow the AI chatbot to function, our team was also tasked with creating the user interface and the graphical elements for the AI chatbot. Doing so allows us to ensure that the chatbot is able to uplift customer’s overall experience.
The Results
Launched in 2024, the chatbot has proven to be a game-changer for the Client. Now integrated into both their website and self-service portal, the chatbot has caused the company to see a 70% increase in customer stickiness as well as a projected 13% return of investment.
With the chatbot’s launch being as successful as it is, the Client is now looking to augment it further with value-added features such as integration to the live agent support platform, hyperpersonalisation of services via integration to their CRM systems, and more.
Next Steps
From AI-powered chatbots to intelligent systems, we can help augment your operations further via the implementation of Artificial Intelligence. Reach out to us today to discover how we can help your organisation.
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