The Latest Happening About Chatbot In Malaysia
A recent survey conducted in the year 2018 by IDC (International Data Corporation) pointed out that current AI adoption rates have increased 6% across Southeast Asia as compared to just 8% last year. Industries that are most welcoming of the venture towards the adoption of AI Chatbot solutions are:
Businesses are using chatbot solutions to address the business problem of arriving at improved business insight for their businesses. This is no mere coincidence, more businesses are moving their sales channels from brick-and-mortar to digital, hence the question of cost from retraining to re-purposing current personnel for customer support, and Malaysia chatbot being a convenient answer which has gained attention from businesses due to its cost management benefits, among others.
What is a chatbot?
A few salient points:
- Chatbot is designed to copy human conversations to form the interaction between a human and a machine, mostly in the business context
- Essentially, a chatbot is programmed to emulate the responses from human operators (e.g. customer support representatives, telemarketers, etc.) when a customer has any concerns on their products and services in the business-to-customer (B2C) context via messages or voice command
- Following, the demand for human personnel in such standard job tasks (in customer support) becomes less relevant
The adoption of AI chatbots is growing. Should Malaysians be worried?
As Malaysians are sometimes worrywarts, we tend to be concerned about many things, most recently about ageing. But let’s not get ahead of ourselves and believe it’s time to ALSO be concerned about finding a new job even though you’re one of the affected industry personnel. Here’s why:
✓ Livechat is means talking to humans for Malaysian, but not robot chats! Compared to simple customer support, many consumers still prefer human agents than chatbots. Nearly 50 per cent of U.K. respondents and around 40 per cent of U.S. respondents said they’d prefer real people.
✓ Chatbots may answer to customer question faster, but are they able to answer complex, multilingual queries from customers?: CGS recommends using artificial intelligence-powered (AI) solutions to solve any quick service enquiries and using human agents to take a more strategic role in the contact centre, focusing on detailed, complex customer inquiries.
The silver lining for Malaysians in our struggle with chatbots
With our unique Manglish and the many nuances to the way we communicate in our Malaysian community, should we be concerned at this moment about robot chats? This may be a concern in the future when the technology catches up (if it even begins to be an established possibility). But it certainly isn’t today.
December 2, 2019
December 2, 2019