I&T Solution

Reference No.

S-0121

Solution Name

Chatbot Solution and NLP applications from ZhuiYi Technology

Solution Description

We are an AI company with special focus on natural language processing (NLP) and deep learning. Since founded in 2016, we have had multiple chatbot project experiences for over 100 key accounts covering finance, telecom, internet, utility and other industries. Our clients include China Merchants Bank, PICC, Futu Securities, DiDi, China Mobile, Ctrip, etc. We can deploy our service via web page (H5), App, Wechat, Whatsapp and other common instant messengers. The chatbot can cover general FAQ, task completion and knowledge-based inquiry. Our chatbot can understand users' real intents, answer the question, generate a work order, and guide the users to complete a task/request step by step (i.e. a maintenance request) via conversational UI. We demonstrate a track record, including average 90%+ of accuracy and help our clients significantly reduce the pressure from customer service and increase the self-resolution rate to 80%. Our project team includes project manager, system architecture, data manager and product manager who together ensure the service quality and excellent result. In addition, the advantage of our chatbot system is it only requires light and smart maintenance effort that a normal trained employee can handle it. We believe our solution can significantly reduce workforce and release human for cognitive and creative tasks.

Application Areas

City Management
Climate and Weather
Commerce and Industry
Education
Employment and Labour
Finance
Health
Housing
Law and Security
Population
Social Welfare
Transport

Technologies Used

Artificial Intelligence (AI)
Cloud Computing
Data Analytics
Deep Learning
Machine Learning
Natural Language Processing

Use Case

ZhuiYi developed a chatbot project for China Merchants Bank which is the largest retail bank in China. Our chatbot connects to 2 channels: App and Wechat Official Account, for banking customer to access account and banking service. For example, customer can ask general service question about the bank or products/services or manage banking accounts. In addition to the simple request, customer can also access to more completed services, such as credit card limit increase or installment plan application. We help CMB manage over 5,000 pieces of data and cover more than 60,000 inquires every day. We also achieved 95% accuracy of intention recognition and 80% self-resolution rate. Furthermore, for more complicated issue, chatbot can also transfer customer to proper agent based on the request category and agent's speciality. Overall the first-time resolution rate is improved. 

In addition to chatbot project, ZhuiYi also tackles other NLP related projects, such as phone bot, AI assistant to human, and NLP-based OCR.

Company / Organisation Name

ZhuiYi Technology Hong Kong Limited

Email Address

terryke@wezhuiyi.com

Telephone Number

5395 6361

Website

zhuiyi.ai/en

Address

28F Sunshine Plaza, 353 Lockhart Road, Wanchai Hong Kong

If any government department would like to conduct PoC trial or technology testing on the I&T solution, please contact Smart LAB.