Artificial Intelligence (AI) Chatbot in Malaysia, For You

An AI Chatbot is a Virtual Agent that is capable of responding and interacting through conversation without supervision. Unlike live chat, it does not require a human agent to respond to the users.

As a small business or large enterprise, AI Chatbot has a role to assist businesses in many ways beyond customer experience. The technology is seen to manage HR matters, business process automation as well as website concierge and assistance.

Throughout the years, we see promising technological advancements in Artificial Intelligence. Chatbot has moved beyond its conventional keyword-based approach to fully relying on Natural Language Processing (NLP) in building conversations.

With AI Chatbots becoming more intelligent, we will see new opportunities where the technology will bring seamless customer communication in small businesses as well as enterprises.

better customer experience (CX)

Chatbot serves as a great addition to a website, especially for e-commerce. Customers can get quick facts from you in the decision-making process, making the overall buying experience much easier than before. Need advice before committing? Your virtual agent is ready to serve!

Saves you money

From 10 to 100 questions at a time, an AI chatbot can answer them in fast and accurate manner. On top of that, customers who prefer to take their time in the evaluation process can freely ask as many questions as they want without feeling unwelcome. What's more? Answer repetitive questions directly without human interaction and say goodbye to a big team of bored support staff!

24/7 Business

Instead of relying on a large group of 24/7 customer support agents, AI Chatbot is a fantastic way to provide around the clock support if you are serving customers across the globe. This technology allows us to automate repetitive tasks so live agents can assist more complex cases rather than spending most of the time addressing time consuming simple tasks.

Our chatbots at work

SKYE, the AI chatbot for KL CONVENTION CENTRE

Skye, The Centre’s virtual assistant, streamlines interactions between users and services, improving the experience for users. Skye assists users in choosing the right facility for specific events and captures feasible sales leads on behalf of the marketing team. The first one-of-its-kind bot-to-page concierge chatbot implementation has successfully delivered the following achievements:

Increase in sales conversion through AI chatbot lead management
28% increase in engagement duration on website
Serving more than 50% of general enquiries automatically through Skye

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NADIA, the ai chatbot for AHAM CAPITAL AM

NADIA (Not Another Digital Investment Advisor) is one of the pioneering AI Chatbot solution in the financial industry. As the corporate website’s virtual assistant, NADIA is responsible for addressing the Call Centre’s FAQs such as check balance, latest transaction, and account details. The implementation has successfully delivered the following achievements:

Up to 200% increase in online sales enquiries
85% reduction in call centre traffic
More than 100% increase in new investment sign-ups

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Petronas Dagangan Berhad has been our client since 2012. More about Petronas https://en.wikipedia.org/wiki/Petronas. Petronas Dagangan Berhad, Scope Of Work - Digital Strategy, Web Design, Web Application Development, API Integration works, Site Maintenance, XTOPIA Content Management System

MEVA, the AI chatbot for PETRONAS DAGANGAN

MeVA, MyMesra’s virtual agent is the first in the world that can switch between languages within the same conversation session. MeVA streamlines interactions between users and services, improving the experience for users throughout the whole conversion journey. The unconventional and seamless bot-to-page interaction flow makes MeVA stands out among the rest of the chatbot implementation available in the market.

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The good for your customers

Always-On

The millennials are the future of your business and this group of customers expect round the clock availability because they do not want to walk into a branch to get their banking matters done. They prefer to get answers through your website or perform processes online.

Instantaneity

Customer’s attention span and patience is getting shorter and the key to good customer service is to be able to respond to their questions and needs as soon as possible. Unlike Live Chat which requires live agent, AI gives real-time response when questions are asked.

Personalised

Customers want suggestions and recommendations that are most suitable for them. With a virtual assistant which can retrieve information about the customer, real-time and targeted product recommendation is expected to ease decision making process.

A ChatGPT-driven chatbot is here

Plug your website into our chatbot and get all the AI help you need.

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The good for your organisation

Lower cost with better productivity

An AI Chatbot can help to take away mundane and repetitive work hence sparing your workforce skillsets to grow up to a higher level. Service consistency is also guaranteed as a bot runs on 24 x 7 with no down time.

creating insights + REvenue

AI Chatbot interaction allows you to capture user information from the questions it asks. These information can be used for conversational analytics as well as to identify the market’s interests for decision making on product and services.

Automation & effectiveness

As a part of the digital transformation initiative, an organization should automate expected processes with the use of technologies. An AI Chatbot or digital assistant should be developed as a long term goal in this initiative.

Chatbots can save businesses as much as 30% on overall customer support costs.

- IBM on Conversational AI

Key features

We launched our first chatbot — Affin Hwang AM’s NADIA in late November, 2018 to great results. Over the years we have built new chatbots and improved upon our overall solution: Teaching our chatbots new tricks every now and then, and in turn, learning some new tricks ourselves.

Here are some unique key features of XIMNET's AI Chatbot:

Better no-intent handling

Users have a short attention span (and patience) when it comes to getting things done. When an AI Chatbot fails to provide a good response beyond its standard answer, users get frustrated. Such irritation can lead to poor customer satisfaction which is a nightmare for all businesses.

To avoid that, we program our chatbot to move on to gather user’s information upon failing three times so that the information can be sent to the Customer Experience Team to follow up and resolve instead of prolonging the frustration.

Managing frustration is key to providing world-class customer experience. Thankfully, with good retraining routine in place, chatbots will be able to respond to a wide range of enquiries effectively over time.

Kayla asks for user's contact details when she does not recognise user's intent after three tries

SEAMLESS BOT-TO-WEBSITE INTERACTION

AI Chatbot interface has limited real estate to present extensive content meaningfully. XTOPIA.IO AI Chatbot interacts with the website by loading page content seamlessly, as well as hiding and showing a chat window when necessary, making the conversation experience exceptional.

User who are interested to get a space recommendation at KLCC Convention Centre can interact with Skye to assist in filtering options available based on the user's unique requirements seamlessly.

KLCC Convention Centre website with bot-to-website integration

Seamless Bot-to-Website Interaction for KLCC Convention Centre website

Leveraging on web content

AI Chatbot interface design affects the overall engagement experience. With poor interface design (UI), users tend to leave without attempting to give an AI Chatbot a try.

XIMNET went beyond the common chat window UI and pioneered a full-page interface so that users feel more in control of the flow. This implementation also allows us to flash out more information for users to make decisions within the interface.

PETRONAS Dagangan MyMesra Full-Page User Experience

ChatGPT is capable of comprehending a variety of topics and generating replies based on the context provided

The future of chatbot

While there’s nothing certain about how far AI Chatbot will go at this point, here are some projections for the market in 2021:

By 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development (Gartner).
By 2021, nearly one in six customer service interactions globally will be handled by AI (Gartner).
$5 billion will be invested in chatbots by 2021 (Chatbots Magazine).
By 2021, customer service interactions globally will be handled completely by AI, will increase 400% from 2017 (Gartner).

We think AI Chatbot is yet to peak, considering the ongoing research and development in areas such as NLP (Natural Language Processing), NLU (Natural Language Understanding), Predictive Analytics and so much more.

So, how do you intend to use it to meet your business goals today?

Scale with us

XTOPIA Chatbot is built with Microsoft Azure Bot Service and IBM Watson technology which are powered by the latest innovations in machine learning. It is able learn more with less data.

Data Privacy

You maintain the ownership of your bot data, insights and training. As workspace is private, no information of your data will be shared to the public. The technology can be embedded across a variety of channels to deliver consistent customer experiences that are valuable, private and secure.

Smart & Intelligent

NLP understands the language of your industry and taps into deep domain knowledge to help you make more informed decisions faster. It can ingest, enrich, and normalize a wide variety of data types without any additional integration, allowing you to make use of data from a broad range of sources with ease.

Seamless and Consolidated Experience

XTOPIA provides a suite of readily available apps to support your digital communication and IBM Watson is integrated into XTOPIA Chatbot directly hence you do not need to relearn any new interface or hold multiple login accounts to manage your online tools.

More than 80% of routine customer questions can already be handled by chatbots.

A competent customer service chatbot in Malaysia takes 8 weeks to design and deploy.

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People behind our innovation

From conversation design to machine learning, here are our leaders in AI

Josephine

Agency Manager

SHENG

Vice-President, Platform & Security

YAP

Vice-President, Innovation

arshad