ThailandRetail and e-commerce2022 – ongoingCP All
Thai-language customer service voice bots
CP All reported 60% less call load for human agents after deploying conversational AI
Problem
CP All's call centres handled nearly 250,000 daily inquiries across business domains. Customer hold time was a service concern.
Approach
CP All built Thai-language bots using NVIDIA speech and language tools. The system transcribed calls, answered recognised FAQs and routed other questions to employees. It also automated e-commerce order-tracking inquiries.
Results
Takeaway
The bots handled routine inquiries while employees took more complex calls. CP All did not disclose the test behind its language-accuracy figure.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
NVIDIA described CP All's deployed voice bots. Company representatives reported 60% lower human-agent call load and 97% Thai-language accuracy.
Full details are in the original sources.
