Plus Malaysia Bhd is now using a chatbot to handle queries on traffic conditions and other FAQs.
The chatbot, Plus Texting Realtime Interface (Putri), was designed to handle over 70% of the 1,500 calls that the highway’s Traffic Monitoring Centre (TMC) receives daily.
According to the company, the majority of the calls were requests for standard highway information.
“Putri will be able to attend to multiple and simultaneous queries pertaining to Plus highway service, toll fares, real-time traffic information, inquiries on PlusMiles, product, facilities, promotions as well as events,” said Plus chief technology and innovation officer Shamsul Izhan Abdul Majid, in a blog post.
He claimed the chatbot was easily accessible and more convenient, providing swifter responses that could reduce the waiting period for callers.
He added that with Putri’s support, TMC personnel could focus on emergency calls and be faster in coordinating assistance for customers in distress.
Putri was designed to interact with the highway’s customers and over time, improve its interactive conversations using an Artificial Intelligence and Machine Learning model, the company claimed.
Plus has been running a beta version of Putri on a public pilot phase since April 27 on the company’s website and the PlusMiles portal, and would soon be rolling it out on social media platforms and WhatsApp with bilingual capability. It is also available on the Plus mobile app.
The chatbot was targeted to be fully completed by the third quarter of the year.
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