BOTNOI Showcases Innovative AI VOICEBOT Technology to Help Humans 'Get Things Done'
Currently, people who follow the AI industry in Thailand should be familiar with BOTNOI as a leading chatbot provider that helps to ease the burden on workers, which Dr. Wynn Worawutkunchai, Founder & CEO, BOTNOI Group has been developing for more than 6 years.
It can be said that Botnoi's success has contributed to the development of chatbots in Thailand going further and faster. Recently, on May 16, 2024, Dr. Wynn took the opportunity to lead the team to organize the BOTNOI x AWS AI Voice Agent Open House to open the house for the media and people in the technology industry to experience the next step of the organization, which comes with a new feature like Voicebot.
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It doesn't matter what the tool is. Just ask for it, 'Get Things Done'.
Everyone should have called the call center to contact some business, but often they contacted the staff, who are very difficult to do, which caused frustration and bullying made it a negative impression that people had of the brand.
Dr. Wynn explained that the 'call answering' technology used by people around the world is called IVR System (Interactive Voice Response), which is an old technology from the 1970s, but is still used today. While it works well to some extent, there are many case studies that show that organizations that rely solely on the technology are closing sales or closing cases that customers contact less. Compared to organizations that recruit new ways to deal with customers.
Therefore, BOTNOI stepped in to develop artificial intelligence into a chatbot that teaches it to learn to answer customer questions through the Chat channel, helping to screen out urgent problems that may be beyond the strength or ability of the worker.
Dr. Wynn said that Ngern Tid Lo Public Company Limited was the first customer to co-develop a chatbot with BOTNOI. Therefore, organizations have no problem making insurance claims or taking care of customers affected by this terrible disease through the Chat channel.
But Dr. Wynn also explained that while BOTNOI's chatbot is an important tool, it doesn't mean that it is ultimately a chatbot. Everyone will have to turn to chatbots because it doesn't really matter if it uses humans or AI, but just use anything that 'gets things done' or handles customers well. It can solve the problem of distractions and help customers be happy, and that's enough.
And if anyone sees that BOTNOI is the solution to solve the problem of annoyance, they can contact us and we will definitely find a way to help solve the problem.
It's time for Voicebot to revolutionize the industry.
At today's open house. Dr. Wynn took the opportunity to take BOTNOI to new frontiers by introducing everyone to the intelligent Voicebot, which is still a demo version but can act as a call center. You can now talk to the person on the other end of the line. Simply fill in the text to change it to speech, and the event will also show how to use this innovation live.
But the best thing is that Dr. Wynn revealed that one day before the event, the team had called all the guests to confirm that the event was being held today, but the conversation they heard was actually the voice of the Voicebot, not a human being. It created a buzz and loud applause from the whole event.
The BOTNOI captain also explained that in order to use Voicebot effectively, it is necessary to use Voicebot effectively. There must be a stable, standardized cloud telephony system, a database that has enough data for the bot to learn, constantly monitor the situation to see if the Voicebot is in line with the intended purpose, and know when to tune it better. Modernization, etc.
Importantly, don't forget to put in place a work delivery system. Even though AI and chatbots are far ahead today, it does not mean that the role of humans is no longer necessary because there are still many situations where computers alone cannot do to complete the task successfully.
However, Dr. Wynn understands that there are still many people who are worried about whether chatbots and Voicebots will actually work, which is understandable concern. Just don't stereotype that Chatbot and Voicebot are bad. It doesn't work enough. Don't forget that AI always needs to update its knowledge, just like humans. Learn to use it, it will definitely bring success.
Keynote Botnoi x AWS Discussion
The last session of the event was a discussion on Chatbot, Voicebot and future probabilities with 3 speakers: Dr. Winn, Mr. Kitti. Chum Kasorn Kulkit, Head of Al, BOTNOI Group and Mr. Vitawat Nooket, Senior Connect Specialist Solutions Architect from AWS, one of BOTNOI's key partners, came to share knowledge and answer questions from the media who were curious about the implementation of Voicebot.
Highlights of the Discussion The points can be summarized as follows:
- Mr. Kitti Opening the issue that AI development is currently costly, many organizations that create new innovations Instead of focusing on developing Thai AI to be natural, it will instead turn to developing English AI that will reach more people. Which is not wrong, but he believes that in the future, As people turn more and more to AI, Thai programs will become more popular and in demand.
- Dr. Wynn added that considering the growth of ChatGPT, which only took 2 years, it has done many innovative things. He believes that in equal time, the developing Voicebot technology should definitely go a long way.
- Mr. Kitti I admit that the main problem with using Voicebot is that it doesn't read the specific name in Thai correctly. If it is developed to read people's names more accurately, it will build credibility. It also creates an increased impression on users.
- Dr. Wynn added that ThaiPBS has now started using Voicebot to read news on its website. However, it appears that Voicebot misreads specific words, such as the word "Commander" which is pronounced "Commander-to-Wait", resulting in criticism from news listeners who understand that the announcer misreads. Finally, it must be noted that the reading voice heard is the voice of Voicebot, which has become a good case study that makes BOTNOI cautious in practical application.
- Mr. Vitawat shared his insight that people are currently very worried about cyber security, whether the data will be leaked if the data is brought to the AI to learn, and he emphasized that if AWS services are used, there will definitely be no problem because the AWS system allows the developer user organization to customize who can access each piece of data.
- Another insight revealed by Mr. Vitawat is that many users still do not dare to answer calls from unfamiliar phone numbers, or even if the number is identified as AI, they are still skeptical. However, it is believed that in the future, people will realize that it is safer and more widely used.
- last Dr. Wynn talked about the return on investment of using AI and Voicebot. It is inevitable to invest money. There is a lot of information and time especially in the beginning, but please be sure that if you follow the steps you have laid out, you will be able to do so. The results that the organization will get back are definitely worth it.