TaiwanTechnology and telecom2025 – ongoingTaiwan Optical Platform
Hani AI customer-service bot
Taiwan Optical Platform's Hani bot cut the share of chats passed to human agents from up to 13% to 5%
Problem
The cable and broadcast operator handled repair requests, channel questions and billing inquiries through human agents, and wanted a service channel that ran around the clock.
Approach
The company developed Hani, an AI customer-service system that works by voice and text. It runs on the company website and LINE account and as a virtual reception counter in the headquarters lobby. It hands over to a human agent when needed.
Results
Takeaway
The bot handled more than 60,000 interactions after launch, and fewer of them needed a human agent. The handover figure is the company's own.
Categories
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovationProduct and service innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Describes the self-developed Hani bot, its channels and voice service. It reports more than 60,000 service interactions and a drop in human handovers from a peak of 13% to 5%.
Full details are in the original sources.