The Edge Markets - AI: Chatbots: More than just customer support
Publication: The Edge Malaysia
Author: Jotham Lim
Calling the first-generation iPhone just another phone with a touchscreen does not do it justice. Over the past decade, the device has outgrown its capabilities and expectations, revolutionising the way we communicate with each other and giving birth to a whole new industry.
Chuang Shin Wee, co-founder and CEO of Pand.ai Pte Ltd, likens this to referring to artificial intelligence (AI) chatbots as a simple business tool for customer support. “When you contact a bank’s call centre, you are put through an Interactive Voice Response system, where you have to wait and press a lot of buttons before you can have your problem solved. Chatbots are different because they are able to provide immediate support to customers,” he points out.
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