Siraprapha Tanowsri (Earn), Pruksa Nithipatcharathakul (Ja)
May 28, 2024
Recently, we, as marketing interns, had the opportunity to attend the launch event of an AI Voicebot by the leading AI technology company, BOTNOI Group, in collaboration with the global giant, Amazon Web Services (AWS). This significant experience left us feeling incredibly excited. The knowledge and skills we gained were not just theoretical but involved hands-on participation. How did our first event unfold? Let's find out together.
Before we take you on a tour of the event atmosphere, let's first get to know the AI Voicebot to better understand overview of the event.
AI Voicebot is an artificial intelligence technology designed to communicate with humans through natural spoken language. At BOTNOI Group, the AI Voicebot serves as an intelligent assistant capable of having seamless conversations with customers, just like a human. It helps answer questions, provide customer service, and solve problems 24/7, enhancing customer experiences (CX) significantly.
At the AI Voicebot Open House Event, we had the opportunity to listen to a presentation by Dr. Winn Voravuthikunchai, who explained the capabilities of the AI Voicebot. What made us feel truly a part of this event was our participation in creating the presentation materials, which were showcased at the event. One of the demos we worked on featured the AI Voicebot calling to confirm dental appointments and rescheduling appointments for the clinic. We received a lot of positive feedback from the paticipants.
Reaching the peak of the event, we were truly amazed. Dr.Win demonstrated a phone inquiry with the bot about details of a condo project in Asoke and Rama 9. The bot spoke clearly, answered all questions, and its voice sounded natural, not robotic as we had imagined. We couldn't believe how quickly the AI Voicebot had advanced. We were thoroughly impressed and amazed. Kudos to Dr.Win and his team for presenting something we had never seen before, showcasing the practical applications of AI Voice in a very engaging way.
Another major highlight of the event was the live demo, introduced with the phrase, "If it works, please clap. If it doesn’t, it’s just a live test". The demo generated a lively atmosphere and provided a new experience for everyone at the event.
Amazon Connect : The Ultimate Contact Center Solution
Vittawat Nooket, Senior Connect Specialist Solution Architect, and Natavit Rojcharoenpreeda, Solution Architect, represented Amazon Connect. They discussed the importance of customer support from AWS's perspective. AWS prioritizes customer service significantly, offering Amazon Connect to enable organizations to set up large-scale customer service centers with ease. The service features efficient case management, progress tracking, and data analysis to better meet customer needs.
This solution utilizes AWS services to process data and generate natural-sounding voices, recording them as audio files. It helps businesses communicate more effectively with their customers. Additionally, it employs large language models (LLM) using Generative AI technology to understand various languages in Southeast Asia. This enhancement allows businesses to communicate with their customers in their native languages more efficiently, making it ideal for industries such as finance, banking, healthcare, and more.
Break and Booth Visit
The event not only included informative presentations but also provided hands-on experiences and direct interactions through various demonstration booths showcasing the capabilities of Botnoi Group's AI Voicebot and other products. There were a total of five booths where attendees could participate in live demos and directly engage with the product:
Digital Human (Meta): This booth featured a 3D avatar program that allows conversations with an intelligent avatar displayed on a screen. The avatar, acting as an HR , can interact and respond to questions effectively.
Customer Support: This booth allowed attendees to demo calls to a contact center for reporting repair issues. When customers encounter problems that need fixing, they can follow a structured process to report the issue, provide feedback, or request additional assistance.
Financial Business: This booth showcased examples of debt notification calls, providing details on debt payments, where debtors could also ask preliminary questions.
Appointment Confirmation: This booth featured live demonstrations of tracking customer appointments, including notifying queues, rescheduling, and real-time confirmation.
NLP (LLM: Consult): Demonstrated advanced natural language processing capabilities using large language models. This booth showcased the integration of these models with various Botnoi Group products, making them smarter and significantly better at understanding customer needs.
These booths contributed to the vibrant atmosphere of the event, engaging both presenters and esteemed guests, along with the entire team.
Voicebot Implementation & technology stack
The final segment of the event featured a panel discussion between Mr.Kitti Chumkesornkulkit, Head of AI at BOTNOI Group, and Mr.Vittawat Nooket, Senior Connect Specialist Solution Architect, on the topic of networking. Key points from the discussion included:
BOTNOI Group highlighted their system's impressive accuracy in reading names correctly up to 99%, which is one of its standout features. We cited a use case involving Text to Speech (TTS) technology that was used by news company like ThaiPBS for news reading.
In conclusion, we were deeply impressed by this event. We had the chance to witness the AI Voicebot in action firsthand, such as its precise ability to pronounce customers' first and last names accurately. This event was an invaluable experience, showcasing the potential of AI to assist people efficiently. As expected, AI will play an increasingly significant role in our daily lives in the future. We gained numerous valuable lessons and new perspectives from attending this special launch event.
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