Celcom and Microsoft introduces new Intelligent Virtual Agent for customer service

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Today, Celcom Axiata Berhad has just announced a partnership with Microsoft Malaysia. For the first time ever, this initiative will introduce and deploy a state-of-the-art Intelligent Virtual Agent as a new customer service feature.

A first of its kind in Asia, the combination of technology, transaction capability and personality comes with Microsoft AI Machine Learning technology, the company even have two names for two personas - Clive and Emma to interact with customers 24/7 in regards to their inquiries and transactions.

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A chat room with Clive and Emma

With this, Clive and Emma can auto learn a wide variety of questions via a knowledge-based system and an integrated Microsoft Language Understanding Intelligent Service that improves their usefulness overtime, with constant updates. So in time, the end result will have a natural chatting experience.

Clive and Emma are already available on Celcom's Online Customer Service starting today, it's able to perform:

  • Prepaid - Check balance, reload, data usage, add value added services and mobile internet
  • Postpaid - Check balance, pay bills, data usage, add value added services and mobile internet
  • FAQs with plan suggestions
  • Check roaming partners, roaming data and voice
  • Small talks and personas
  • Ability to handover to a live agent

At the same time during the event, both Celcom and Microsoft Malaysia also signed a memorandum of understanding (MoU) to work together and they have four missions - Use of Emerging Technology, Joint Go-to-Market for Small Medium Businesses, Modern Workplace Solutions and a Joint Recruiting Activities.

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The MoU signed by Michael Kuehner, Chief Executive Officer of Celcom Axiata Berhad and K.Raman, Managing Director of Microsoft Malaysia

Since our culture has a habit of speaking Manglish, both Clive and Emma can learn that as well overtime. They are available on Celcom app as well as the Customer Service page online here. Stay tuned for more Celcom news at TechNave.com.