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Illustration: Artificial Intelligence (AI) begins to touch the Indonesian market through Botika, an AI-powered chatbot claimed to be the next Customer Service. (Image via Towards Data Science)
From flight reservation, Botika, Indonesian AI start-up company to replace CS
An Artificial Intelligence (AI)-based start-up company in Indonesia, Botika, introduced an AI-powered chatbot to answer questions from its clients and customers. Botika claimed itself as the next generation of customer service (CS) in Indonesia.The founder and CEO of Botika, Ditto Anindita, told the story of how Botika, which was once a flight reservation site, got the idea of merging AI with a chatbot for answering customers’ inquiries.
When Botika still booked tickets for its customers, Ditto remembered that he once appointed one person to be the admin for the CS division to answer the questions asked by the customers. However, the admin seemed to be overwhelmed by the increasing amount of questions. Despite the simplicity of Botika’s reservation site, there were still a lot of customers coming to ask for the reservation through CS.
Ditto then got the idea to establish a system that would automatically answer customers’ inquiries. Not only machine learning, but the chatbot also adapts Neuro-Linguistic Programming (NLP) to predict the inquiry of its customers through messaging services such as Facebook Messenger, LINE, WhatsApp, or Telegram.
To monitor social media of companies cooperating with Botika, the company is also developing OmniBot. The OmniBot answers questions asked by customers in the comment section. However, if the question requires a thorough explanation, then it will be directed to the CS admin.
Source: https://bit.ly/2nFlyrH
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