I&T Solution

Reference No.

S-0282

Solution Name

Chatbot Solution - ccRobot

Solution Description

ccRobot is a chatbot platform that automates repetitive customer inquiries to improve overall service quality and reduce operational costs with NLP technologies. It can help serve your customers and promote your products/services 24/7 via web or mobile channels in any language. ccRobot supports multimedia such as text, images, videos and interactive maps. It is highly configurable and can easily integrate with different systems to serve complicated functions, such as appointments booking.

In addition, this innovative natural user interface introduces new opportunities for today's business to improve the bottom line. ccRobot is trained on the job as a human, instead of programmed as traditional chatbots do. The human live agent, as a master, works side-by-side with the apprentice (ccRobot) initially. ccRobot grows smarter naturally everyday as a human without programmers' involvement, making robot training easier than ever!

Application Areas

Broadcasting
City Management
Climate and Weather
Commerce and Industry
Development
Education
Employment and Labour
Environment
Finance
Food
Health
Housing
Infrastructure
Law and Security
Population
Recreation and Culture
Social Welfare
Transport
all websites and apps

Technologies Used

Artificial Intelligence (AI)
Machine Learning
Natural Language Processing

Use Case

1.	Achieving Consistently High Services Quality
-	Serve end users 24/7 with no down time.
-	Standardized answers avoided emotional human responses.
-	Scalable customer service to handle enquiry spikes.

2.	On-going Cost Savings on Customer Service 
-	Save cost of hiring customer service personnel to handle large amount of repetitive inquiries.
-	Reduce training cost during staff turnover.

3.	Omni channel Support for Utmost Flexibility 
-	Single system for Chatbot, Live Chat & Back Office system.
-	Capable to escalate to a human live agent for complicated inquiries or complains.
-	API structured design which made any system and services integrations easy. 

4.	Quick Set Up and Minimal Ongoing Maintenance Effort
-	A total solution including initial set up and training of Chatbot.
-	Ongoing maintenance is made easy as ccRobot is able to learn and improve while ”observing” the work of a live person.

Company / Organisation Name

ESD Services Limited

Email Address

cindyyeung@esdlife.com

Telephone Number

21289720

Website

ds.esdlife.com

Address

紅磡德豐街海濱廣場二座12樓1201室

If any government department would like to conduct PoC trial or technology testing on the I&T solution, please contact Smart LAB.