Microlink Solutions Berhad shared that chatbot technology is set to redefine how businesses communicate with their customers. With this in mind, Microlink developed a chatbot with an artificial intelligence (AI) driven bot program that makes it capable of understanding and continuously learning specific human-like tasks. It can even intelligently converse and help solve customer enquiries and problems.
“By using Chatbot, businesses can engage their customers 24-7 and provide immediate and relevant answers for their customers about the business and its services. Think of the Chatbot as a virtual concierge, available all the time to help with basic customer enquiries. Further to that, they can schedule appointments for customers who need more in-depth assistance from the company’s specialists. This ensures the customer feels attended to and knows that their problem has been addressed and will be taken to the next level if needed,” explained Chia Yong Wei, CEO of Microlink.
According to Gartner, more than 50 percent of enterprises will spend more on bots and chatbots by 2021 as compared to traditional mobile apps. Chia also said that chatbots automate mundane routine processes, allowing enterprises to upskill their workforce, reduce re-training costs and improve customer satisfaction by extending service hours.
Microlink’s Chatbot can be integrated into customers’ internal work flow processes and third-party systems as well as create customised hybrid Chatbot by infusing various technologies available in the market.
Chatbot can be used in various industries that require immediate customer service engagement such as healthcare, banking, insurance, F&B and more. It can engage communities to create smarter cities, provide 24-7 communication in building management, attend and schedule patients visit at hospitals, create pre-order facilities for the F&B industry to reduce customer waiting time and many more.
“Chatbot technology is set to disrupt customer interaction and we are ever ready to provide businesses with the solutions to embrace this new digital disruption,” ended Chia.