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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.

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