Company Name:
DIGIFIV SOLUTIONS SDN BHD (1418400-W)
Sector
Digital Services
Tech Enabler
Artificial Intelligence (AI) and/or Big Data Analytics (BDA)
Support Sustainability or ESG
Yes
Overview:
MK Curtain has a very manual process of customer service and lead management. The customer enquiries and potential leads from various inquiry channels are not being tracked.
Explore how our digital ecosystem platform tackles pain points for SMEs in Malaysia by offering digital services that help SMEs improve and solve challenges such as manual & traditional sales management, no CRM tool that could consolidate customer profiling, very manual customer service, and lack of IT know-how. Witness firsthand how our Gen-AI Lead Management System (solution name ""Aime"") has optimized customer service operations for MK Curtain, Malaysia's largest curtain retain chain.
Pain Points:
1. MK Curtain has 6 customer service staff to handle customers’ enquiries from phone lines, 10 Facebook pages, WhatsApp, and Instagram.
2. There is no single view of all the customer enquiries to identify customer duplication, message consolidation, and inefficiency in the customer service response time. Customer may need to repeat their inquiry all over again if different customer service were to respond.
3. As there is no proper tracking of converting the customer to sales, the company is wasting a lot of opportunity in closing the sales.
Solution/Services:
Gen-AI Bot for Customer Engagement
Key Features and Functionalities
Consolidation messages from WhatsApp, Facebook and Instagram into a single platform
• Retrieve and aggregate all posts and associated comments from Facebook and Instagram profiles
•Posting replies to customer’s comment from Facebook and Instagram
•Replying to customer’s message from WhatsApp, Facebook and Instagram
•Using Gen-AI to generate an auto reply to customer’s message based on the knowledge uploaded by the user
•Using Gen-AI to generate an auto-reply to customer’s comments on social media based on the knowledge uploaded by the user
•Customers can request to speak to an Agent if they do not wish to talk to a bot
•Each conversation and comment are categorised using AI to actionable categories defined by the user
Implementation:
• With the help of APIs, Aime was able to seamlessly integrate into the MK Curtain ecosystem.
• The technologies that are used by Aime are Websocket, LLM engine, NodeJs, ReactJs, and GraphQL.
• Some modifications and configurations were required for a successful deployment in accordance with the MK Curtain workflow, for example, the Gen-AI Training method and Facebook and Instagram configurations.
Benefit:
1. 50% of the repetitive FAQs are now handled automatically.
2. The number of customer service agents required has been reduced from six to two.
3. The overall hours spent on customer support have decreased, enhancing both efficiency and customer satisfaction.