A local tech firm operating under the Hong Kong Smart Government Innovation Lab recently announced that it has launched a new solution. It is now ready to be acquired by companies and institutions.
Solution description
Conversational user experience
Chatbots offer a new and flexible way for businesses to create a brand-new experience for mobile users. Chatbot responses are conversational, it can give personalised suggestions, answer enquiries, process orders, show the effect of a certain product or update the latest news stories etc.
Natural language processing – can understand Cantonese, Mandarin and More
The firm has designed a bot that uses Natural Language Processing (NLP) to understand the meaning behind what is being said to it; the bot can also respond appropriately. Modern NLP relies on machine learning, which means the bot is continually learning from the conversations it’s having and improving its own performance.
Artificial Intelligence – can provide personal recommendations via machine learning
The research found that 35% of what consumers purchase on the leading online shopping site and 75% of what they watch on an American over-the-top content platform come from product recommendations. The HK tech firm’s bot can be trained to learn what user’s like or dislike and make personalised recommendations about users’ products.
Application Areas
The solution was designed to be applied across a variety of areas including 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 as well as Transport.
Technologies Used
The solution employs Artificial Intelligence (AI), Machine Learning and Natural Language Processing.
Use case
Use case 1
The firm’s chatbots enable customers to engage with utility services via a self-service experience that is highly efficient, check for plan usage and purchase bonus service options on various social media sites, buy prepaid plans and recharge data plan without the need of visiting a store, troubleshoot for customers who need advice when installing new equipment, modifying service plans and connecting with a live agent if needed.
Goal: Drive revenue via various messaging channels and provide scalable services to customers with an immediate response.
Functionality: Mobile Usage Data, Consumption Controls, eCommerce Integration, Step-by-step Troubleshooting, Surveys
Integration with: Product Database, CRM Software, Support Ticketing Software, Plan and Billing Database
Use case 2
The firm deployed the chatbot for the government sector and other public institutions for help desk support.
About the Smart Government Innovation Lab
In 2018, the Government established the Smart Government Innovation Lab to explore hi-tech products such as AI and relevant technologies, including machine learning, big data analytics, cognitive systems and intelligent agent, as well as blockchain and robotics from firms, especially local start-ups.
The Lab is always on the lookout for innovation and technology (I&T) solutions that are conducive to enhancing public services or their operational effectiveness. I&T suppliers are encouraged to regularly visit the Lab’s website to check on the current business and operational needs in public service delivery and propose innovative solutions or product suggestions to address them.
