Humans have been developing buoyancy machines more and more since there are machines, airplanes, telephones, and in modern times, there is a huge connection of information in the Internet world. There are many more products and services. It is responsible for answering only a few customer questions, but nowadays, call centers have to answer more customer questions. Some companies have to divide departments to take care of specific matters.
"When the knowledge increases, the number of people is still the same. Therefore, there must be a system to manage automatic interactions. Chatbots are becoming more and more important, especially during the COVID-19 crisis, but there are still very few companies that can develop AI in Thai."
Dr. Wynn Worawutkunchai CEO และ Founder Botnoi Group He continued that after graduating from Artificial Intelligence (AI) and working as a data scientist, he saw the problems that occurred and understood how AI will play a role in people.
Then he decided to develop AI in the field of chatbots. Botnoi who can respond well to Thai people. Many companies have contacted us to ask them to develop a chatbot for us.
At the same time, Telenor Group saw its ability and invited it to develop a chatbot for its subsidiaries to increase service efficiency and reduce costs.
"At that time, dtac's customers were about 20 million, but there were only 2-3 thousand call centers. If we want to increase the number of employees, it will take a lot of money. Personally, I think that creating jobs is a good thing, but in the long run, it may not be enough because products and services have increased significantly. There is a reason for more people to call. Adding more and more people will cause the cost to exceed the company's budget, so I have to start a strategy to use AI."
The strength is the understanding of the Thai people.
Dr. Wynn He said that what the company has learned throughout the development journey is the system. Understanding the working system of chatbots that are increasing is not only about AI, but what to do when the bot can't answer, how to pass it on to people, or how to improve the user experience (UX) of the chatbot, how to ask or talk so that people can access the answer as quickly as possible.
For example, a used car tent requires a chatbot conversation design. When a customer comes in and wants to buy a car, they should ask what is the best one. If you choose to ask: "What is the client's budget?" In the opinion of an inexperienced person, while a business owner will ask: "Have customers seen the car in their minds?" Because asking about the budget. Some customers may see it as an insult.
"Asking a chatbot question and answer is like creating a salesperson. A good salesperson will have a technique. How to make customers happy and be able to sell products at a higher price."
in addition Dr. Wynn It is also seen that chatbot development is complicated, different from the development of general software that can be purchased and installed. The company must have an understanding of psychology. Understand the interlocutor. Understand the steps of the conversation system.
"Building a house must have good materials and a powerful buoy, but if we don't have engineers or architects, we can't build a house.
Just like building a chatbot, we need to understand and know how to take care of it, and we will try to create a better tool in the market for people to use."
Mission: Passing on developer knowledge to develop chatbots
In Thailand, the use of bots is still quite behind other countries. Especially in the US, organizations are using chatbots quite a lot. Currently, Thailand still has language restrictions and the number of system developers. This raises the question of whether chatbots are really useful.
Dr. Wynn Therefore, the goal of increasing personnel development is set. Passing on new knowledge through the Community to increase the capabilities of various systems, such as the development of AI for two-way communication bots and multiple people at the same time.
Vision technology, for example, if someone sends a product photo to ask for a price or sends a picture of a tourist attraction. Normally, ordinary people can answer them, but how can chatbots answer these questions?
"In the future, communication with chatbots will be more about talking and listening than typing, and the revenue we get from chatbots is set up to develop AI in all aspects of speech, listening, and vision.
Another story that Dr. Wynn The intention is to increase the number of data scientists to be able to analyze business data. Using AI to predict business results, group customers, and recommend products and services, which is a job that is in great demand around the world because each business has a lot of customer data, how to use the data, how to get to know customers better, or to detect foreign objects, fraud, and reduce the risk of lending.
“ I have set up a Data Science Hub for interns to work with us and can outsource to companies."
"What we are doing is like expanding the network because chatbots are a new thing that has not been taught in universities, including data scientists who are still very rarely taught, so we need to build manpower along with creating a market.
Building society Inspire Dr. Winn's Pride
Dr. Wynn said that the pride of development Botnoi It is to help people during the COVID-19 crisis. The company has developed a chatbot for the screening center. The hospital went to help answer questions repeatedly because there were not enough staff. Developers who lost their jobs in the COVID situation have brought the platform. Botnoi Develop chatbots for customers Generate income to survive the crisis.
in addition Botnoi It is also a Thai platform where many public companies in Thailand use the service instead of using technology from abroad. The latest technology is Text to Speech is being applied to the Association of the Blind and the Network of the Visually Impaired so that the visually impaired can access written knowledge on the Internet. In addition, the trend of accessing knowledge through voice is increasing, the number of people listening to podcasts is increasing, and various agencies are starting to contact us to use it.
"We are proud that we have created a society that inspires students and many others. Thailand will be able to export technology and reduce technology imports, which is the plan for the next year."
