Augmented Intelligence

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The Hong Kong Applied Science and Technology Research Institute Company Limited (ASTRI) and a wholly-owned subsidiary of a Hong Kong-based telecom, have introduced a jointly developed Augmented Reality (AR) solution designed to transform field engineers’ operations and maintenance processes.

Called DataHOUSE AR Remote Hand Service (AR Remote Hand), the solution leverages wearable Augmented Reality (AR) technology and brings the telecom subsidiary’s field engineers and its customers to a new era, enabling them to slash the time and cost of troubleshooting and maintenance for achieving better results.

The AR Remote Hand Service employs AR glasses to stream real-time intelligence, troubleshooting logs, graphics and encrypted data from back-end systems to on-site engineers and maintenance staff, boosting field productivity by up to 50%.

By wearing the glasses, field engineers do not have to stop their work to communicate with back-end support teams via a laptop or phone, nor to refer to a paper manual. The AR Remote Hand provides field engineers with a heads-up display for remote visualisation in real-time as they install, maintain or troubleshoot equipment, thus speeding up the whole process.

The solution enables field engineers across multiple locations to overcome the challenges of multiple languages and skillsets in multi-technology environments; as well as to manage installation and maintenance issues more efficiently and cost-effectively, resulting in improved customer satisfaction. This ability to work effectively from remote locations is also helping the telecom’s customers and staff stay safe amid the COVID-19 pandemic.

To ensure safe operations and maintain service infrastructure availability by the global remote service support teams, the subsidiary is using DataHOUSE AR Remote Hand Service in its China Data Center operations to assure regional customers’ business operations continuity.

The CEO of ASTRI stated that the strategic collaboration has demonstrated the success in leveraging next-generation technology in real-life applications that benefit Hong Kong’s people and society, in this case, smart industrial applications and field service management solutions for Hong Kong enterprises.

The CEO of the telecom’s subsidiary stated that DataHOUSE AR Remote Hand is an innovative remote maintenance service adopted in data centre scenarios, which leverages AR intelligent operations and maintenance technologies. Going forward, the parties, through further collaboration and more innovative thinking, expect to enhance the service to cope with more scenarios and bring more value and better customer experience to enterprises.

In their collaboration, ASTRI focused on developing the software platform and customisation, while the subsidiary provided related information and opinions based on its experience with business cases in various scenarios and applications. This ensured the solution could effectively address enterprise customers’ needs across a range of industries. The result is a solution that offers a wide array of benefits in service provisioning and remote location visualisation and communication capabilities:

  • Intuitive AR-Guided Installation, Troubleshooting and Maintenance: With AR Remote Hand, field engineers recognise any device with a designated QR code and access real-time intelligence, graphics, and encrypted data from back-end systems streamed on-site. Field staff can access virtual step-by-step guides or even 3D manuals via AR glasses, without the need to interrupt work to check information on a laptop or in a manual.
  • Historical Records Analysis: Using a pre-set routine (e.g. gestures), on-site engineers can review a device’s historical record (e.g. customers’ network traffic or cloud CPU history), speed up data analysis and troubleshooting, while cutting downtime and cost.
  • Seamless Communication and Collaboration with Back-end Support: Field engineers previously communicated with back-end support via email or phone, making it difficult to describe a troubleshooting situation. Removing distance and language barriers, back-end engineers now view real-time images streamed via AR glasses through an AR operations console, improving operational speed and quality. Its powerful video conferencing feature also offers engineers instant support and fosters off-site collaboration between global operations and maintenance teams. Also, back-end engineers can give field engineers clear instructions via 3D AR labelling.

In exceptional circumstances, such as the current pandemic, it is difficult for enterprises’ IT staff to travel to data centres and manage their equipment. Equipped with the latest AR glasses development, the DataHOUSE AR Remote Hand serves as customers’ remote hands. It not only shows the status of on-site equipment as customers watch in real-time from offices or other locations but also lets customers provide live instructions to the subsidiary’s on-site engineers as they troubleshoot equipment issues without physically being in the data centre.

The team has plans to extend the AR Remote Hand service for further customer use and will enlarge the list of equipment support. Adding AI applications for the AR glasses will be the next milestone as we work to deliver even more intelligent diagnoses.

For example, when a field engineer sees the status of the target-fixing equipment through the AR glasses, they will be shown several possible causes for the problem, with each cause ranked with a percentage according to how likely it is to be the source of the problem.

The Hong Kong Smart Government Innovation Lab announced the launch of a new solution. The innovation is now ready to be acquired by companies and institutions.

Solution description

The solution, called the Office Delivery Robot, can navigate in the indoor environment autonomously by SLAM technology. The robot uses advanced algorithms and can navigate without the need for ground markings, bar codes, and tracks.

The robot benefits from quick activation technology wherein there is no need for identification and signal receivers. Various top modules are designed for delivering different goods and items, such as beverage and paper files, from one location to another location on the same floor.

The robot can follow the person to a designated location and maintain a safe distance of 1-1.5 meters. It will return to its original location by navigating along its own pre-set route. The robot can navigate its way through interference by humans – when a person passes its path, the robot can maintain its course and reach its target destination.

The robot’s navigation system uses a 3D camera and two 270-degree diagonally placed optical radar detection scanning functions to achieve better path planning and collision avoidance in an unstructured environment. Pre-records the waypoint in a known map, the robot can travel to pre-defined destinations.

With the application of Office Delivery Robot, less effort of Workman is required and thus to help improve office efficiency and productivity. The robot can be tailor-made corresponding to customer’s requirements such as adding digital locks.

Application Areas

The solution can be applied in the areas of Commerce and Industry, Employment and Labour as well as in the Food sector.

Technologies Used

The robot employs Artificial Intelligence (AI) and Robotic Process Automation.

Use Case

The Office Delivery robot can navigate autonomously and follow a pre-set route to deliver goods and items. It helps to save the time and effort of working staff. In addition, the robot is able to deliver several goods in one trip which is more efficient. With its locking system, the robot can prevent users from taking the wrong items and the system ensures traceability. The robot is user-friendly meaning it can be easily set-up and operated. As it utilizes SLAM technology, no additional markings or tags are required to be installed at the site which saves the cost and time for implementation.

In light of the COVID-19 pandemic, the robot can also aid in the maintenance of social distancing and prevent avoidable interactions that might result in the spread of the virus.

The solution was developed by a Hong Kong-based start-up that was founded in 2015. The firm focuses on developing people-centric robotic applications in logistics, manufacturing, healthcare, retailing and education sectors.

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.

India is home to the world’s third-largest startup ecosystem, elite science and technology institutions like the IITs, robust and ubiquitous digital infrastructure and millions of newly-minted STEM graduates every year.

A such, India is well-positioned to become a global leader in the development of artificial intelligence. Industry analysts predict that AI could add up to $957 billion to India’s economy by 2035. India hopes to stand out in the international community not just as a leader in the Artificial Intelligence field, but also as a model to show the world how to responsibly direct AI for social empowerment. The nation has robust plans to leverage AI for inclusive development, representing the country’s ‘AI for All’ strategy.

Speaking at the inauguration, Prime Minister, Narendra Modi said Artificial intelligence is a tribute to human intellectual power, enabling humans to innovate tools and technologies. Today, these tools and technologies have also acquired the power to learn and think! The combination of AI with humans can do wonders for the planet.

India wants to become a global hub for AI and its approach is powered by core principles of Teamwork, Trust, Collaboration, Responsibility and Inclusivity. India’s National Programme on Artificial Intelligence is dedicated to the rightful use of AI for solving problems of society. It will be implemented with the support of all stakeholders.

India has deployed technology comprehensively to improve transparency and service delivery. Home to the world’s largest unique identity system (Aadhaar),  India also has one of the world’s most innovative digital payments system (UPI). The nation has been rapidly expanding its optical fibre network with the aim is to provide every village with high-speed internet connectivity.

Such large-scale, tech-empowered programmes combined with expanded connectivity have enabled access to digital services, including financial services, like Direct Cash Transfers to the poor and marginalised.

Recently, India inaugurated launched the Atal Innovation Mission to promote a culture of innovation and entrepreneurship.

Further, the National Educational Technology Forum (NETF) is being formed that will create an e-Education unit to boost the digital infrastructure, digital content and capacity. Virtual labs are being established to provide hands-on experience to learners.

Through these steps, India hopes to keep pace with emerging technologies for the benefit of its citizens and the world at large.

None-the-less India is still exploring how best to use and deploy Artificial Intelligence in the optimal management of its national assets and resources,  delivering more citizen-services promptly and conveniently as well as finding a bigger role for AI in agriculture, healthcare, urban infrastructure and problems of climate change.

‘Responsible AI for Social Empowerment 2020 – RAISE –  is India’s mega virtual summit on Artificial Intelligence (AI) organised by the Ministry of Electronics and Information Technology (MeitY) and NITI Aayog scheduled to run from October 5-9.

A global convergence of ideas, RAISE 2020 is a virtual meeting of minds to exchange ideas and chart a course for using AI for social transformation, inclusion and empowerment in areas like Healthcare, Agriculture, Education and Smart Mobility, among other sectors.

The event anticipates robust participation from global industry leaders, key opinion makers, Government representatives and academia. Delegates and experts in research, policy and innovation on Artificial Intelligence will join virtually to discuss cross-sector subjects like ‘Leveraging AI for Pandemic Preparedness’, ‘The Impetus that Innovation Places on Digitisation’, ‘Inclusive AI’, ‘Partnerships for Successful Innovation’ etc.

The Ministry of Information and Communications (MIC), on 25 September, introduced a Vietnamese virtual assistant platform, developed by the Army Telecommunication Industry Corporation (Viettel). Named the Viettel Cyberbot, the platform aims to help businesses automate customer care processes based on Vietnamese language processing technologies.

According to a press release, the Viettel Cyberbot uses artificial intelligence (AI) technology to understand the messages that customers want to convey. It automatically improves the system based on real interactions. The platform also helps businesses build an automatic switchboard system by interacting with customers by message (chatbot) or by voice (callbot).

The virtual assistant uses language processing and can help the callbot’s voice sound natural, almost like a real human voice. A distinctive feature of the Viettel Cyberbot is the combination of speech processing technologies with Vietnamese natural language processing technology at the same time.

Specifically, in each communication with users, the system can simultaneously handle speech recognition, guess customers’ intent, process information, and answer customers. It creates a complete solution that is fully applicable and flexible according to real situations.

Viettel Cyberbot is expected to help businesses optimise up to 40% of their customer care resources while improving the customer’s experience and satisfaction. The developers are seeking ways to improve Viettel Cyberbot into a comprehensive Vietnamese virtual assistant platform to be deployed as an independent customer care switchboard system without the need for an internal switchboard.

The launch of Viettel Cyberbot is part of a series of events to introduce “Make in Vietnam” digital platforms in the realisation of the National Digital Transformation Program by 2025, with a vision to 2030, as approved by the Prime Minister.

In August, MIC debuted the akaChain blockchain platform, developed by Vietnam’s largest tech firm. It supports enterprises in quickly building their business network systems and distributed applications using blockchain technology. It shortens the time spent on several tasks like electronic-know your customer (eKYC), credit scoring, customer loyalty programs, and origin tracing. Soon, it will be further developed for strengthened security and transparency.

In Vietnam, early research and application of this technology will be an opportunity for the country to actively keep pace with the development of the global economy. With the potential of blockchain, it is likely that soon these technical applications will dramatically transform lives.

Earlier this month, OpenGov Asia reported on the Viettel AI Open Platform, an AI platform, developed by Viettel. The platform provides platform technologies using AI to help automate, optimise, and efficiently operate organisations and businesses via the world’s most advanced techniques. The platform is currently focusing on areas such as Vietnamese speech processing technology, Vietnamese natural language processing technology, and computer vision technology.

Vietnamese enterprises have gradually mastered core technologies and developed technology platforms for digital transformation. MIC created an initiative to weekly launch Vietnamese platforms to honour and promote Vietnamese ICT products. So far, dozens of platforms have been launched.

The Ministry of Electronics and Information Technology (MeitY) and the National Institution for Transforming India (NITI Aayog) will organise a mega virtual summit on artificial intelligence (AI), Responsible AI for Social Empowerment 2020.

RAISE 2020 will be held from 5-9 October. It will be a global meeting of minds to exchange ideas and chart a course for using AI for social transformation, inclusion, and empowerment in areas like healthcare, agriculture, education, and smart mobility, among other sectors.

The summit is a first of its kind, a global meeting of minds on AI to drive India’s vision for digital transformation. The event will witness robust participation from global industry leaders, key opinion makers, government representatives, and academia.

According to a press release, at the summit, delegates and experts in research, policy, and innovation on AI will come together from across the world. Keynote speeches and panel discussions will frame the summit, on cross-sector subjects like leveraging AI for pandemic preparedness, the impetus that innovation places on digitisation, inclusive AI, and partnerships for successful innovation.

The RAISE 2020 Summit will also feature startups working in AI-related fields. Startups chosen through the AI Solution Challenge will showcase their solutions in the AI Startup Pitchfest. This is part of the government’s continuing support to tech entrepreneurs and startups by providing exposure, recognition, and guidance.

Speaking about the Summit, Ajay Prakash Sawhney, the MeitY Secretary, noted that AI has emerged as a catalyst across industries and can play a transformative role in accelerating development. The summit will explore in-depth, the role of AI in accelerating social empowerment. RAISE 2020 has tracks like AI for health, agriculture, education, skilling, mobility, fintech, research, inclusive AI, the future of work, and responsible AI. The summit will serve as a platform for the meeting of some of the best minds in the world on AI.

Home to the world’s third-largest startup ecosystem, elite science and technology institutions like the IITs, robust and ubiquitous digital infrastructure, and millions of newly-minted STEM graduates every year, India is well-positioned to become a global leader in the development of AI, the release claimed.

Industry analysts predict that AI could add up to US$ 957 billion to India’s economy by 2035. The Prime Minister, Narendra Modi, plans to leverage AI for inclusive development, representing the country’s ‘AI for All’ strategy. The country aims to stand out in the international community not just as a leader in AI but also as a model to show the world how to responsibly direct AI for social empowerment.

Amitabh Kant, the CEO of NITI Aayog, explained that from agriculture to fintech and healthcare to infrastructure, AI is a transformative force. India is uniquely positioned to become the AI laboratory of the world and contribute to inclusive development and growth through empowerment. The summit aims to help create a data-rich environment, which is a stepping stone to eventually transform lives globally.

In August, NITI Aayog, in collaboration with the National Association of Software and Service Companies (NASSCOM), launched the ATL AI Step-Up Module for students, which will drive AI education and innovation across the country. The initiative was launched after the AI project, ATL AI Modules by the Atal Innovation Mission.

As OpenGov Asia reported, the AI Step-up Module provides a comprehensive set of learn-it-yourself advanced modules to those who want to expand their knowledge base after becoming familiar with the basics of the AI technology.

Adoption and convergence of cloud, virtualisation, cybersecurity technologies, etc. have caused a dramatic change in the financial services industry significantly impacting its functioning. Further, most organisations were already on their digital journey when the pandemic hit – forcing a seismic shift in urgency and scope of the transformation.

The OpenGovLive! Virtual Breakfast Insight on 22 September 2020 engaged delegates from the financial services industry across ASEAN to better understand the impact of digital disruption in this sector. The session witnessed overwhelming attendance and engagement from senior digital executives, keen on sharing and learning more about this timely and highly relevant topic.

The pressure to transform digitally should not out innovation on a back seat

Mohit: Partner with the right people to achieve operational resilience

The session was opened by Mohit Sagar, Group Managing Director and Editor-in-Chief, OpenGov Asia.

Mohit concurred that the financial sector industry was seriously hit during the pandemic and were, for the most part, reactive in their response.

Before COVID, organisations were working hard balancing different aspects of their business – regulations, stakeholders, customers, employees – in a F2F, physical context. With strict stay-at-home, remote working and quarantine measures in place, almost all fiscal and commercial transaction transitioned online. The need to go digital almost immediately, besides managing the regular aspects of business, has put the financial sector under immense pressure.

Under such pressure, Mohit cautioned delegates, organisations must not hold back on innovation. In fact, the industry should look at the pandemic as an opportunity to pivot – to ramp up digital transformation.

None the less, in this expedient endeavour, operational resilience must be maintained and security strategies must be reassessed. Existing protocols and processes must not only be maintained but need to be strongly augmented – adding new chapters as appropriate and necessary.

Mohit encouraged delegates to prioritise the well-being and happiness of employees as much as that of their customers. In urgent times like these, it is a well-trained, motivated and committed workforce that will help organisations stay afloat and thrive.

In closing, Mohit advised delegates to must partner with the right people who are experts in this field, it if they want to correctly balance the different aspects of their business efficiently and have a smooth transition into the digital world.

Empower and augment employees to achieve operational resilience

Elisha: Operational resilience is a driver of transformation and business delivery

Elisha Harrington, Head of Financial Services Innovation, ServiceNow shared her insights with the delegates.

Elisha spoke about operational resilience as a driver of transformation and coordinated delivery of business outcomes.  She echoed Mohit’s sentiments about financial institutions being under a lot of pressure as they were pivoting to paradigms that were unknown to them.

They had to deal with technological shortcomings, cybersecurity issues, connectivity gaps, compliance requirements, etc. along with adjusting to remote working. In such an environment, operating at scale necessitates that employees collaborate across teams and work with each other virtually.

Elisha opined that operational resilience comes down to an institution’s ability to absorb shock and set out risk tolerances for those parts of the business that are highly critical to its survival.

The strategy to survive she proposed, and indeed, thrive rests four main pillars: People, Technology, Facilities and Supplies. These pillars need to be in place and need to be consistently and continuously improved.

Additionally, technology and supplier resilience are critical in keeping organisations going. Elisha outlined three major components under this:

  • Technology Supply Chain
  • IT resilience and Outsource
  • Cost of Resilience

Elisha concluded by highlighting the need to transform the risk and controls management across the organisations. To successfully transform, there needs to be integrated risk management which coupled with workflow optimisation will lead to better customer outcomes.

Digitisation is essential to serve customers effectively and efficiently

Kaspar: motives and goals for digital transformation

Kaspar Situmorang, Executive Vice President & Head, Digital Center for excellence at PT Bank Rakyat Indonesia spoke to the audience from a scale of operations perspective. For organisations serving a large number of customers more effectively and satisfactorily, Kasper felt, it is imperative to go digital.

To underscore his position, he then shared that his organisation’s digital transformation strategy that has two major focus points: First is digital business optimisation, that focuses on increasing efficiency and productivity by bringing in new business processes. The second is making the business digital, that includes creating new business models, generating new revenue streams and improving gross margins.

Kaspar stressed that good customer experience in both digitising and digital is their organisation’s top priority. To do that, they utilise AI as to both expand their customer base and better the customer experience.

He listed five critical competencies in which they invest heavily to grow: People with the right customer-centric mindset, Open Innovation Ecosystem, Data-driven organisation, Agile way of working and Scalable, reliable and secure technology

In conclusion, Kaspar shared the transformation framework of his organisation that comprises:

  • Digitising core: Digitising their existing services. transactions and business processes
  • Digital Ecosystem: Building an ecosystem to offer products and services beyond core business
  • New Digital Propositions: Creating and launching an independent greenfield digital bank in Indonesia

He also shared various examples of the products and services under the above three categories to give delegates a better understanding of their work.

After Kaspar’s presentation, it was time for a more interactive and engaging session. The delegates were polled with a series of questions that was the foundation for discussion around the topic.

On the first question regarding major challenges faced by their organisation in operational resilience, a majority of delegates voted for lack of definition for ‘client business Services’ across organisations (30%).

A senior executive from Malaysia shared that it was imperative that the top management, (who grant the budget and the IT personnel in an organization), are aligned in one direction; if they are not aligned then there will be a lot of ambiguity around the business goals and objectives.

On the next question regarding the most important consideration for the future of their organisation, over half (52%) of delegates voted for data-driven decisions, i.e. using insights from big data and advanced analytics in workforce decision making.

A delegate from Singapore shared that he chose this option because he has observed that while there is a lot of data, it is not easy to assimilate and draw insights from it. So that is a journey they need to undertake.

On the final question about the need to do things differently in your organisation, the largest section voted for creating a better digital experience for customers (37%).

A delegate reflected that they chose the above option because it is a changing environment for the customers as well. Due to the pandemic, they want to go more and more digital. They want to avoid coming to the branch physically for things. So, the focus is on creating a better digital experience for customers.

After the polling session, Elisha addressed the audience with closing remarks. She thanked all delegates for their participation in the session.

Elisha concluded that if organisations have a good handle over their system, service health and necessary automation in place, they have the ability to start to innovate the core business services. This allows employees more time to add value to the core rather than spending time resolving simple/routine problems or getting lost in too many fragmented systems. This is the ultimate goal of service excellence.

She signed off by reminding delegates that ServiceNow solutions can assist and support them in attaining this goal and encouraged them to reach out to the ServiceNow team to explore ways they can collaborate.

Universiti Kebangsaan Malaysia (UKM) announced that a strategic partnership has been forged with the National Sports Institute (ISN) to help improve the diet of Malaysian athletes through the development of a mobile application, iDiet Score.

The IDiet Score is a mobile application was designed to help athletes and active individuals monitor their food intake through menu plans devised using Artificial Intelligence (AI).

Going forward the application can be developed is one of the products developed by UKM scholars that can be commercialised relatively soon. It is hoped that the project will wrap up development in December 2020 and then the next grant (which is a marketing grant for commercialisation) can begin to be discussed.

The ceremony was officiated by the Minister of Youth and Sports. Also present was the Deputy Vice-Chancellor for Student Affairs at UKM.

Approximately 50 ISN athletes were involved in research which focused on endurance, rhythmic, strength and other active individuals. These active individuals included people who went routinely to fitness centres or gyms and who were keen on clearly defining their needs. While the application was created with athletes in mind, any tier of active individual can download the app.

A total of eight UKM researchers were involved in the project, six from the Faculty of Health Sciences and two from the Faculty of Technology and Information Science, while two were from ISN. The iDiet Score application was developed by the UKM Information Technology Center appointed as a vendor.

The ISN Chief Executive Officer stated that as a national sports institute, ISN is continually seeking to expand its strategic networks and collaborations holistically through collaborations with various domestic and foreign entities including government and private agencies.

He noted that ISN officially has entered into cooperation through the signing of a Memorandum of Understanding (MoU) with four public universities, namely IIUM, UPM, UKM and UTM. These collaborations will see cooperation in the fields of services, research, sports science, innovation, sports medicine and commercialisation in various fields that are the core business of ISN. The agency is ready to build a balanced relationship with more strategic partners collectively in the future.

According to another article, the National Sports Institute of Malaysia (ISN) and Futurise Sdn Bhd (Futurise) signed a Memorandum of Understanding (MOU) aimed at developing a regulatory framework within the sports market for sports technology and advancements that can potentially allow a new ecosystem to be established.

Futurise is a company under the Ministry of Finance that focuses on innovation, regulation and commercialisation. In collaboration with ISN, the company aims to ensure that there is a continuous effort in developing regulatory frameworks for sports be it the sports technological improvements, new guidelines or policy issues.

There is a huge prospect in the sports market that can be transformed into a potentially lucrative ecosystem in Malaysia, with technological advances, the Futurise CEO stated.

The MOU will see the two parties identify and explore potential collaboration towards building a sustainable business model and pilot innovative solutions within the sports technology space. While Futurise, through the National Regulatory Sandbox (NRS), will work on exploring innovation-friendly regulatory approaches for emerging solutions and business models developed by ISN partners and ecosystem participants, ISN will be looking towards providing expertise in the area of R&D with regards to sports technology and innovation. Currently, Futurise is in a preliminary discussion with one of ISN’s partners to address their regulatory issues.

The Futurise CEO concluded that the sports industry is incredibly diverse. Very shortly, the Malaysian sports market has the opportunity to be an ecosystem that will fuel new markets that attract investors looking to enter the sports investment landscape. The firm aims to contribute to the strengthening of technology innovation in sports for Malaysia and we look forward towards a fruitful partnership with ISN.

The incubatees at Hong Kong’s Smart Government Innovation Lab have sustained their release of novel and relevant innovations amidst the chaos of the COVID-19 pandemic. Recently another firm announced that their solution is now ready to be acquired by companies and institutions.

Solution description

The solution, called 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 businesses serve customers and promote their products and services 24/7 through their 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 business to improve their bottom line. ccRobot can be trained on the job like a human, instead of needing to be programmed like a traditional chatbot. The human live agent, as a master, works side-by-side with the apprentice (ccRobot) initially. Then, ccRobot grows smarter naturally without programmers’ involvement, this makes robot training much easier.

Application Areas

The solution can be applied across the areas of 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 as well as all websites and apps.

Technologies Used

The solution employs Artificial Intelligence (AI), Machine Learning, and Natural Language Processing.

Use case

  1. Achieving Consistently High Services Quality
  • Serve end-users 24/7 with no downtime.
  • Standardized answers avoided emotional human responses.
  • Scalable customer service to handle enquiry spikes.
  1. On-going Cost Savings on Customer Service
  • Save the cost of hiring customer service personnel to handle a large number of repetitive inquiries.
  • Reduce training cost during staff turnover.
  1. 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.
  1. 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 can learn and improve while ”observing” the work of a live person.

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.

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