TIME dotCom (“TIME”) is the first telco in Malaysia to leverage IBM Watson Artificial Intelligence (AI) technology to create an interactive and smart virtual assistant for its customers.
Named T-Bot, the chatbot runs on IBM’s Watson Assistant and is trained with over 1,000 intents, question variants and entity aliases. It uses Natural Language Processing capabilities to understand questions, provide instant and comprehensive replies, perform basic troubleshooting and route more complex questions to customer service agents.
“TIME is committed to delivering an exceptional customer experience. T-Bot helps us reach a happy medium between technological efficiency and human reasoning, boosting our query response rate and overall customer experience,” said Angelia Ooi, TIME’s Head of Marketing & Experience.
“We worked with our business partner Persistent Systems to design the application on IBM Cloud to be the best possible engine for smart virtual assistants based on Watson Assistant technology,” said Chong Chye Neo, Managing Director, IBM Malaysia. “This enables companies like TIME to harness and fine-tune data quickly to create highly personalised user experiences.”
T-Bot is now up and running on TIME’s Facebook page, available to answer frequently asked questions from prospective and current customers.