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Most of us have spoken to voice assistants, be it Siri, Alexa, or Google Assistant. Some have even approached artificial intelligence customer service agents.
AI Talkbots has been approved by enterprises around the world to provide limited customer service. The ASEAN market, however, represents a major challenge for AI chat companies due to the many languages and dialects spoken in the region.
Wi-Fi Jennifer Zhang, CEO and co-founder, saw the opportunity. “When we started in 2019, no one was importing audio AI products to Southeast Asia,” she said. CASIA. “It’s very challenging to do this in Southeast Asia, but we want to make this market a starting point to create our competitive advantage.”
Singapore-based startup Wiz.AI develops chat AI technology. Its solutions apply to enterprises of all levels in the region. The company, which has offices in Nanjing and Jakarta, closed its $ 6 million pre-Series A-led GV Capital in May last year. Wavemaker Partners, ZWC Partners, Insignia Ventures and the Orion Fund, funded by K3 Ventures, were part of the investment.
Convention AI “is a programmatic and intelligent way to provide a conversational experience to simulate conversations with real people through digital and telecommunications technologies,” Deloit Digital said. The company By 2024, the total AI market is expected to reach $ 17.64 billion, with an annual growth rate of 30.2%.
Automatic customer voice services
The first step in creating a natural, smooth flow of communication between the AI chatbot and the human user is to know the speaker’s style of speech. This means understanding her language or dialect, fluency, as well as lines inconsistencies and interruptions, Zang explained. The process involves automatic speech recognition to convert spoken words into text, running along with the natural language process to translate the meaning of that text.
The next step is for the chatbot to respond correctly. To this end, WISI has an independent team that conducts “conversation design” to create a truly human-to-human conversation. Zang said the group has developed voices and voices for a variety of situations to provide a “better sense of engagement”.
For example, the voice of a middle-aged woman — mild and comforting — is preferred in health care, says Zhang. In other cases, tokens can answer as customers’ requests. How much do I have to pay? Or Where to pay? You can even “negotiate” with the customer, leading them to the lowest acceptable payment. If the speaker does not speak clearly, the chatbot provides queries Did you mean that? Or Can you repeat yourself? And, of course, it asks for and records all the necessary information from the customers.
WizI has developed a number of tokens that can communicate with customers in a variety of languages, including English, Mandarin, and Indonesian. They also cover a mix of Singapore, Singapore and English, as well as English, non-standard Malaysian English. The company currently employs more than 30 customers from a variety of industries, including healthcare, insurance, banking, telecommunications, e-commerce and government.
AI voice assistants are optimized to answer customer inquiries, Zhang said. For example, for healthcare clients, Wi-Fi tokens actively communicate with patients, monitor their symptoms, and help them arrange health visit appointments. For another customer, Singapore Virtual Teleco Zero 1, Tokos calls users to offer promotions And answer their questions.
Wiz.AI conducted a survey and found that 97% of medical patients were able to receive calls using Tokbo, Zhang said. CASIA. Instead of sending emails or using online chat clients, most people still prefer to make phone calls for complex connections.
However, the company offers automated chat applications to its customers. Additionally, Wi-Fi’s Customer Relationship Management software allows customers to track and manage their customers’ needs.
‘Delivery of the last mile’
Wiz.AI has a cut job for itself.
When asked about competing with big tech players like Apple, Amazon, Google and Microsoft, which run similar applications, Zhang responded metaphorically. “They are working on a freeway, but we are controlling the last mile.” Wiz.AI defines itself as a service provider “in an unused and difficult South Asian market, which may not be a priority for large companies.
Over the past year, WISI tokens have been found to be fast and easy to use. The CV-19 epidemic has disrupted many call centers around the world. Budget cuts mean employees who serve these facilities have been fired or fired. That’s when Wiz.AI products were replaced by human operators’ ships.
Although there are challenges in integrating Wi-Fi tokens with some enterprise infrastructure, startups can use these opportunities to test new application conditions and modify their products by connecting their tokens to many people around the world.
This article is part of KrASIA’s “Beginning Stories” series, where KrASIA writers talk to the founders of technology companies in South and Southeast Asia.
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