Interactive smart chatbot enables TIME to improve customer experience and resolve issues efficiently

Shah Alam, 15 SEPTEMBER 2018 – TIME dotCom (“TIME”) is the first telco in Malaysia to leverage IBM Watson Artificial Intelligence (AI) technology to create an interactive and smart virtual assistant for its customers.

Named T-Bot, the chatbot runs on IBM’s Watson Assistant and is trained with over 1,000 intents, question variants and entity aliases. It uses Natural Language Processing capabilities to understand questions, provide instant and comprehensive replies, perform basic troubleshooting and route more complex questions to customer service agents.

“TIME is committed to delivering an exceptional customer experience. T-Bot helps us reach a happy medium between technological efficiency and human reasoning, boosting our query response rate and overall customer experience,” said Angelia Ooi, TIME’s Head of Marketing & Experience.

“We worked with our business partner Persistent Systems to design the application on IBM Cloud to be the best possible engine for smart virtual assistants based on Watson Assistant technology,” said Chong Chye Neo, Managing Director, IBM Malaysia. “This enables companies like TIME to harness and fine-tune data quickly to create highly personalised user experiences.”

T-Bot is now up and running on TIME’s Facebook page, available to answer frequently asked questions from prospective and current customers.

TIME is a telecommunications provider with businesses spanning Fixed Line, Data Centres and Global Networks. The Company is primarily focused on the Wholesale and Enterprise segments, providing Data and Internet connectivity to customers across ASEAN. TIME is headquartered in Kuala Lumpur. Visit http://www.time.com.my for more information.

Karin Chan
Email : karin.chan@time.com.my