Company Name:
ORION DIGITAL SDN BHD (960124-D)
Sector
Digital Services, Digital Cities, Digital Health, Digital Finance, Digital Content, Digital Tourism, Telecommunication, Utility and Energy
Tech Enabler
Artificial Intelligence (AI) and/or Big Data Analytics (BDA), Advanced Network Connectivity and/or Telecommunication Technology
Support Sustainability or ESG
Yes
Overview:
Our solution addressed key challenges for a globally renowned cruise brand, Royal Caribbean International (""RCC""), by integrating Telecommunication Technology with AI analytics. This optimized customer conversions and experiences across all touchpoints, enhancing service efficiency and satisfaction. The initiative also improved management insights, automated responses, protected brand integrity, increased ROI, and reduced human errors, delivering a seamless and personalized customer experience for RCC.
Pain Points:
Previously, RCC relied on traditional telephone calls through a Contact Centre for customer communication, which had several limitations:
1. Resource Intensive: Each Agent could handle only one customer at a time, necessitating more manpower.
2. Descriptive Limitations: Agents had to manually describe room layouts, which could lack consistency and clarity.
3. Risk of Errors: Verbal communication through phone calls increased the risk of human error, such as mishearing email addresses, which are needed for quotations, leading to potential sales losses.
4. Limited Insights: Analysing customer interactions through recorded calls was time-consuming and inefficient.
Solution/Services:
Telecommunication Technology solution
Designed to transform customer service by integrating the WhatsApp API into a comprehensive Customer Experience as a Service (CXaaS) framework. By leveraging AI analytics, we enhance conversions and optimise the customer experience at every interaction point.
Key Features and Functionalities
• Integration of WhatsApp API into CXaaS Framework
• AI-Powered Analytics
• Communication Blast
• Direct Linking of Digital Ads
• Tailored Customer Interaction Flow
• Customised Chatbot to handle common queries and guide customers through various touchpoints
• Branding and Automation
Implementation:
1. Strategic Rollout: Initiated with a communication campaign to inform customers about the new WhatsApp channel.
2. Digital Advertisement Integration: Integrated digital advertisements to direct customers seamlessly to the WhatsApp platform, ensuring a smooth transition.
3. Tailored Customer Interaction Flow: Customized the entire customer interaction flow to meet specific needs, maintaining high service standards and brand consistency.
Benefit:
1. Increased Efficiency and Operational Cost Savings: Agents can manage multiple WhatsApp conversations simultaneously, reducing the need for additional manpower. Agents are able to handle up to 3x more enquiries simultaneously, significantly reducing wait times for customers.
2. Improved Visual Communication: Agents can send media such as videos, visuals, and PDFs, improving customer understanding and facilitating quicker decision-making. Additionally, customers are able to share the media with friends and family.
3. Accurate Information Handling: Text-based communication minimises errors in recording customer details, ensuring accurate details taken by Agents.
4. Enhanced Analytics: Management gains actionable insights through technology that tracks customer interactions, enabling quick decision-making and identifying trends, such as popular destinations.
5. Increased Focus: Automation filters routine enquiries, allowing Agents to concentrate on more complex and high-value interactions. This is because the chatbot is able to filter the initial mundane questions.
6. Brand Integrity: Our solution incorporates a content filter which is able to instantly block messages sent by Agents containing profanity, political, religious, or seditious content