創新及科技解決方案

The A.I. Contact Center and User Engagement Solution improves the quality of public services in mainly five areas,

1) 24X7 automated handling of complaints and inquiry

The solution provides real-time response to inquiries across various channels, powered by a centralized natural language processing engine.

2) Integration with Live Chat solutions to provide

The solution is integrated with many live chat solutions that can utilize skill-based routing to escalate the inquiry to human agents to handle. The responses provided by the human agent can be used to train the NLP service to handle in the future.

3) NLP Document Search

The solution can perform document search on forms, articles, and policies to find the most relevant information for the user inquiry. Compared to tradition keyword search, NLP search improves search accuracy by understanding searcher intent and the contextual meaning of the inquiry.

4) Centralized knowledge base for human agents and A.I.

The NLP services can also be used for the human agents to find the best answer when they handle public complaints. For human agent, they can utilize our solution to manage knowledge base, search handled inquiry cases, perform analytics in a single system.

5) Quality control and analytics

The solution provides insights and reports on the quality of the customer service for various complaints or inquiries, the percentage of inquiries being automated and highlight inquiries that require improvements.