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The Microlink Chatbot is an artificial intelligence (AI) driven bot program that understands and continuously learns specific human-like tasks to intelligently converse with customers and help solve their enquiries and problems.

“Very often, first base enquiries are repetitive questions that can be easily answered and customers today want immediate answers rather than wait for business hours to speak to a customer service representative,” said Chia Yong Wei, group CEO, Microlink.

“With Chatbot, businesses can engage their customers 24-7 and provide immediate and relevant answers to their customers about the business and its services. For example, credit card enquiries are often similar. With a Chatbot, the bank’s customers can get instant digital connections that respond to their enquiries at any hour of the day,” he said.

The Chatbot is like a virtual concierge available all the time to help with basic customer enquiries. “They can also schedule appointments for customers who need more in-depth assistance from the company’s specialists. This ensures the customer feels attended to and that their problems are being addressed and will be taken to the next level if needed,” he added.

According to Gartner, more than 50% of enterprises will spend more on bots and chatbots by 2021 than on traditional mobile apps. Chatbots are set to become the face of AI in the post-app era.

“Users no longer want to download multiple applications to engage with multiple companies. They want immediate digital communications on one site where their questions will be addressed efficiently,” Chia said.

Chatbot automates mundane routine processes and allows enterprises to upskill their workforce, reduce re-training costs and improve customer satisfaction, he added. It can also provide customised communication and personalised product recommendations based on what it learns about the customer.

Chatbot can be integrated into the customers’ internal workflow processes and third-party systems. Customised hybrid Chatbots can also be created by infusing various technologies available in the market. They can understand and respond to both text and voice in three languages: English, Mandarin and Malay.

“Chatbot technology is set to disrupt customer interaction and we are ready to provide businesses with solutions to embrace this,” said Chia. Chatbot can be used in industries that require immediate customer service engagement, such as healthcare, banking, insurance, food & beverage and others.

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