Date : 25-Sep-2020 Location: Kuala Lumpur Organization: Grab,Southeast Asia’s leading super app that provides the widest range of every day on-demand services such as ride-hailing, food, package, grocery delivery, mobile payments and financial ...
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  1. Grab Super App Enables Economic Opportunities for PWD
  2. Mahir Digital Bersama Google Virtual Workshops For Beginners
  3. SAS' Data Science Tools Empowered by ML Solutions Recognized by Independent Research Firm
  4. Contact Centre Evolution Has (already) Begun
  5. Get to Know Today’s Contact Centres - by Ravi Saraogi
  6. More Recent Articles

Grab Super App Enables Economic Opportunities for PWD

Date : 25-Sep-2020
Location: Kuala Lumpur

Organization:

Grab,Southeast Asia’s leading super app that provides the widest range of every day on-demand services such as ride-hailing, food, package, grocery delivery, mobile payments and financial services to millions of Southeast Asians, across 339 cities in eight countries.  

Key Takeaways:

  • Malaysia is now one of the few countries in the world whose regulations allow Persons With Disabilities (PWD) to obtain a commercial driver's licence.
  • Over 650 of the nearly 800 PWDs who earn an income on Grab across Southeast Asia are Malaysians. This includes persons with deafness, cerebral palsy or motor impairments.

Offering:

I.) Grab super app features which make it an inclusive platform for both driver-partners, delivery-riders and users alike:

  • Message prompts to alert passengers and customers that they have been paired with a Deaf partner, advising them to use the GrabChat feature to communicate.
  • A dedicated live chat feature for Deaf partners to get support from Customer Experience agents whenever they need it.

II.) Support initiatives:

  • Enhanced training and onboarding materials with local subtitles and sign language to ensure smoother registration for Deaf partners.
  • A public education campaign to promote better communication and empathy between partners and passengers, address misperceptions and raise confidence in the Deaf drivers’ abilities to do their job.
  • Internal sign language classes to facilitate better communication with deaf and hard of hearing partners.
  • PWD Driver Representative Committee (DRC) for an enhanced driving experience on Grab and how Grab can further enhance drivers’ experience earning an honest income on the platform.
  • Sign language translators at driver & delivery-partner skewed events

 Insights:

I.) In 2018, Grab Malaysia partnered with the Malaysian Federation of the Deaf (MFD) on several initiatives to create a more accessible platform for the deaf and hard of hearing, such as:

  • In car hanger for driver-partners: To help Deaf driver-partners identify themselves with passengers.
  • Pocket-cards for delivery-partners: Portable pocket-sized cards with common phrases and sentences for Deaf delivery-partners to use to better communicate as they make their deliveries.
  • Passenger flipcards: Conversation cards placed in Deaf driver-partners vehicles to help passengers communicate better with their drivers.
  • Merchant flipcards: Flipcards with frequently used questions and phrases for merchants to use to communicate with Deaf and hard of hearing delivery-partners.
  • Sign language dictionary: A phrase a day to educate users on sign language on the Grab app.
  • Driver-partner (DP) training: To better facilitate physically disabled passengers.

II.) GrabBenefits is a first-of-its-kind benefits programme for Malaysia’s gig economy, consisting of savings across four categories: Fuel Rebates, Vehicle Maintenance and Accessories, Healthcare, and Lifestyle and Travel - the benefits be redeemed from brands such as Petronas, Liqui Moly, Shell etc

Grab Merchant flipcards
Grab Merchant Flipcards with frequently used questions and phrases for merchants to use to communicate with deaf and hard of hearing delivery-partners
 

Case Studies:

In conjunction with the International Week of the Deaf 2020, Grab is proud to showcase Joey Kow, PWD driver partner, and The Bassment, a restaurant run by deaf twin brothers, Micheal and Jason Lim with their brother Oscar Lim.

They are the epitome of our community and have inspired us in our goal of empowering communities by creating economic opportunities for other partners and merchants alike who have not let their impairment stop them from achieving their dreams.
 

Grab extends heartfelt gratitude to users,for your continued support, and they hope that PWD partners will continue to inspire you as they have inspired the Grab team.

 

 

Editor's comments:

The super app lives up to help the society.

    

Mahir Digital Bersama Google Virtual Workshops For Beginners

Mahir Digital Bersama Google is organizing virtual workshops to help local businesses during COVID-19:

  • Get started with Google Ads, 23-Sep-2020 08:00pm to 09:00pm
  • Connect to Customers on YouTube, 24-Sep-2020 10:00am to 11:00am
  • Bermula dengan Google Analytics, 24-Sep-2020 12:00pm to 01:00pm
  • Get started with Google Analytics, 25-Sep-2020 10:00am to 11:00am
  • many more

Register here.

Get started with Google Ads, Sep 2020
Get started with Google Ads, 23-Sep-2020 08:00pm to 09:00pm




    

SAS' Data Science Tools Empowered by ML Solutions Recognized by Independent Research Firm

Date : 21-Sep-2020
Location: Kuala Lumpur

Organization:

SAS,the leader in analytics.

Key Takeaways:

SAS Machine Learning Quick Facts
SAS Machine Learning Quick Facts

Offering:

SAS Viya,an AI, analytic and data management platform, is designed to be delivered and updated continuously, enabling organizations to make better decisions, faster through cloud-native advanced analytics and AI accessible for users of all skill levels.

Spokepersons:

Susan Kahler Artificial Intelligence and Machine Learning Strategist at SAS,said,the key value proposition is a single and collaborative platform which offers end-to-end data mining and machine learning processes to solve data science issues.

 Insights:

  • SAS' competitors in this space are IBM and RapidMiner,among others.
  • With SAS, users can innovate faster, offer cloud solutions, and integrate with external services and open source tools.
  • On 21-Aug-2020, SAS was named a Leader in the 2020 Gartner Magic Quadrant for Data Quality Solutions based on completeness of vision and ability to execute. This is the 14th consecutive time that SAS has been named a Leader.
  • On 30-Jun-2020, at the virtual SAS® Global Forum 2020, the company recognized the educators and students who are teaching, learning and using SAS in innovative ways - refer to SAS Academic program.
  • In response to COVID-19, SAS launched flexible, free learning programs.
  • Hop into the data science bandwagon.
  • Explaining Data Science to Your Grandparents.

SAS Competitors in Multimodal Predictive Analytics and Machine Learning Solutions
SAS Competitors in Multimodal Predictive Analytics and Machine Learning Solutions

Editor's comments:

  • The tools provided by SAS are meant for data scientists who work for big and small enterprises.
  • Think of a data scientist as an internal consultant who performs similar feats as a McKenzie consultant, who helps companies to derive decision making conclusions based on data (of both private owned and public domain.)
  • Data scientists are racing time to compete with the rise of general A.I.
  • In other words, the consulting industry was the mother of data science industry while general A.I will be the child of the data science industry.


    

Contact Centre Evolution Has (already) Begun

Date : 21-Sep-2020
Location: Kuala Lumpur

Organization:

Uniphore, a world leader in Conversational AI.

Key Takeaways:

  • Contact Centre evolution has begun.
  • By today's standard, the best contact centre is a digitally centralized platform with A.I automation that empowers a 24/7 and geographically decentralized call agents with the ability to collect big raw data and generates business insights whilst keeping customers happy and in good hands.

Offering:

auMina - Conversational Automation & Analytics solution.

Conversational Automation & Analytics solution workflow
Conversational Automation & Analytics solution workflow
 

Spokepersons:

Ravi Saraogi, Co-founder and President of Asia Pacific, Uniphore.

Insights:

  • With an AI-powered platform such as Conversational Service Automation (CSA), businesses have managed to adhere to safe distancing requirements and support agents to operate remotely.
  • CSA prioritises and routes calls appropriately by recognising a caller’s intent, mood, and sentiment thereby funnelling incoming calls. This way, agents are equipped with the latest background of a call and are able to better assist customers and provide a much personalised and improved service experience.
  • Call centres have become Omni-Channel platform - From email to instant messaging, video or social media, CSA integrates multiple touchpoints to offer customers one seamless experience.
  • The platform automates post-call summaries to enable agents to focus on what they do best – solving customer queries. This in turn enables them to handle double the number of calls and save operational costs and time.
  • Transform Data Center Voice Data into Structured Database for Real-time Actionable Insights

Editor's comments:

How can a small company with a help-desk team implement a contemporary contact centre ? Whoever has the answer, feel free to comment below. 

 

    

Get to Know Today’s Contact Centres - by Ravi Saraogi

By Ravi Saraogi, Co-founder and President of Asia Pacific, Uniphore 

A contact centre is a central point from which all customer interactions across various channels are managed. Often, we think of a ‘contact centre’ as a physical office space filled with agents in cubicles, reading off a standard script. The idea of long wait times, high call volumes, and very little personalisation, all add to the perception that engaging with contact centres is an unpleasant experience

This scenario has since transformed for the better and many of these elements have evolved.  With the help of automation solutions, contact centres have radically enhanced the standards of customer service for good. Here are few things you probably did not know about today’s contact centres.

Agents can work remotely

Contact centres have always been thought of as a centralised place. According to GlobalData research, several legacy contact centres in the Asia Pacific region are not architected to cope with COVID-19 scenarios. In Asia, India and the Philippines are key call centre outsourcing destinations. As these regions faced varied restrictions over the past few months, contact centres continue to be heavily affected.

Thankfully, with an AI-powered platform such as Conversational Service Automation (CSA), businesses have managed to adhere to safe distancing requirements and support agents to operate remotely. CSA refers to an emerging category of technological solutions that combines conversational AI, robotic process automation (RPA), and workflow automation in a conversation-centric platform. This platform delivers on the promised future of a transformed contact centre. With CSA, companies, and their contact centres can overcome the challenges of operating during COVID-19 and beyond.

Functioning as an intelligent assistant to the human agent, CSA helps create an integrated knowledge bank and guided workflows for agents. It blends the capabilities of humans and technology to achieve both automated human to machine conversations, as well as personalised conversations between customers and contact centre agents. This provides organisations with insights into customer and business needs, which were not accessible before. Employers can also monitor every interaction to assess compliance and quality.

Agents no longer use scripts

Sticking to scripts leaves little room for personalisation. Customers call for varied reasons that may go beyond usual operations today. According to a recent Uniphore report, over 42 per cent of the survey respondents reached out to contact centres to resolve COVID-related issues around travel, employment, insurance, medical and /or finance  – issues that did not have scripts in place pre-covid.

The elimination of scripts will extend beyond the current pandemic. There is more empathy from the agent towards customers owing to the increased automation in the backend. CSA prioritises and routes calls appropriately by recognising a caller’s intent, mood, and sentiment thereby funnelling incoming calls. This way, agents are equipped with the latest background of a call and are able to better assist customers and provide a much personalised and improved service experience. 


Evolved beyond ‘call centres’

Contact centres have started moving beyond the omnichannel experience to becoming a hub for customer interactions. What used to be just phone-based interactions – hence the term ‘call centre’ – have now evolved to a whole variety of interaction channels. From email to instant messaging, video or social media, CSA integrates multiple touchpoints to offer customers one seamless experience. As a result, customers, and businesses alike benefit from quick information transfers from one channel to another. This allows to achieve efficient and smooth customer service experience.

Contact centres are at work 24/7

Several contact centres do not follow normal business hours today – a trend that is largely driven by evolving customer demands. A customer can call anytime of the day or night to report a lost credit card, quickly check in on their bank account, etc. today. In an industry where businesses are faced with lack of manpower, a CSA platform first attempts to aid customers in resolving queries, and hands over the interaction to a human agent only if necessary. The platform is built to decode and analyse a customer’s emotions and sentiments through their words, tone, and pitch of their voice. This allows the agents to empathetically converse with the customer. The platform automates post-call summaries to enable agents to focus on what they do best – solving customer queries. This in turn enables them to handle double the number of calls and save operational costs and time.

Open 24 by 7
Open 24 by 7

Contact centres generate more data than you know

The information collected by contact centres on daily basis forms valuable repository for organizations. Businesses can leverage this data to continuously learn and provide better customer service in the future. According to the above  report by Uniphore, 74 per cent of respondents cited they would prefer if a contact centre agent has a background of their past interactions, while another 50 per cent fully expect the agent to have some clue as to why they are calling.

Of course, tapping on this extreme scale of data in a span of one call would be an impossible task for a human agent, but not for a CSA platform. As ‘creative collaborators’, the technology can identify relevant data to break into nuggets of comprehensible, digestible insights for the agent, all in real-time. Agents can receive tips and suggested next steps to improve their engagements with customers. This also helps with ongoing coaching and agent training at a very minimal cost.   

Now you know

We are at the centre of this evolution. As businesses and society work through the current realities and uncertainties, businesses should always strive to better understand customers and the challenges they face.  In the current realities, customers are reaching out to businesses in record numbers and they expect to be heard and empathised with. Contact centres are aware of this demand and have since evolved to cater to customers changing needs.

    

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