February 29, 2024

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HK government tech lab launches chatbot

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.

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

PARTNER

CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.

PARTNER

Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

PARTNER

HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.

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