Set Sail AI Partners with MTR to Launch 'Virtual Service Ambassador' AI Tracy.
As AI continues to mature and find applications across various sectors, more large organizations are adopting AI for customer service. Following the successful deployment and positive reception of the AI 'Virtual Service Ambassador' AI Tracy at Yau Ma Tei Station, MTR has expanded this innovative AI initiative. Set Sail AI is proud to announce that AI Tracy's services are now extended to Kai Tak Station, officially launching on February 29, 2024. Set Sail AI continues to provide technical support to MTR, collaborating to enhance the 'Virtual Service Ambassador's' customer experience.
AI Tracy: A Lifelike Virtual Service Ambassador
AI Tracy, dressed in a distinctive yellow uniform, features a lifelike appearance and natural expressions. She is now serving passengers in both paid and unpaid areas of Kai Tak and Yau Ma Tei stations. Passengers can simply press the button next to Tracy to interact with her in Cantonese, Mandarin, or English via the built-in microphone and screen, engaging in real-time conversations.
Enhanced Experience Powered by ChatGPT and NLP
What sets AI Tracy apart from traditional automated service points is her ability to leverage ChatGPT and Natural Language Processing (NLP) technology. This allows Tracy to quickly search for and provide real-time answers to passenger queries from web pages and extensive document databases. This includes information on MTR transfer discounts, last train times, and service status updates, going beyond the limitations of static FAQ systems to offer a more personalized and advanced service experience.
LLM Technology Empowers AI Tracy to Handle Mixed-Language Queries
Set Sail AI has taken a pioneering step by integrating the latest LLM (Large Language Model) technology into AI Tracy. This enables Tracy to absorb vast amounts of data for self-training and deep learning in a short period. Consequently, AI Tracy is not only proficient in multiple languages but also adept at recognizing and understanding the common mixed Cantonese-English communication patterns of Hong Kong users. Within its predefined large database, AI Tracy provides passengers with accurate information on routes, fares, station details, loyalty programs, and travel arrangements, achieving an impressive accuracy rate of 98%.
Example AI Tracy Interactions:
AI Tracy: "Hello, I'm Tracy. I can answer inquiries about station facilities and MTR services. How can I help you today?"
Passenger Query 1: "I need to go to the toilet."
AI Tracy Response: Displays a map showing the location of restrooms within the station.
Passenger Query 2: "Where can I find sushi?"
AI Tracy Response: Searches for nearby Japanese restaurants and provides their locations on a map.
Passenger Query 3: "What is there to do nearby?"
AI Tracy Response: Searches for nearby attractions and offers itinerary suggestions.
AI Tracy Assists in Emergencies
In case of emergencies, such as issues with entry/exit gates, passenger health concerns, or lost personal belongings within the station or on trains, AI Tracy will seamlessly transfer the query to a human MTR staff member for immediate assistance.
MTR Team Feedback on AI Tracy
"Set Sail AI provides crucial technical support for our intelligent customer service model. Their deep understanding and innovative application of AI technology create significant value for intelligent services, which will help us deliver more efficient customer service." - MTR Team
The deployment of AI Tracy in MTR stations marks a new chapter in the customer service experience. It is anticipated that 'Virtual Service Ambassadors' like AI Tracy will soon offer round-the-clock, attentive service in more organizations, significantly enhancing service quality and operational efficiency for businesses and institutions.
About Set Sail AI
Founded in Hong Kong in 2015, Set Sail AI has established itself as a leading provider of AI chatbot solutions in the Hong Kong market. We proudly serve various government departments and public service organizations, including KMB, MTR, CLP, Companies Registry, Department of Health, Buildings Department, HKTDC, and the Working Family and Student Financial Assistance Agency (WFSFAA).
Set Sail AI is dedicated to the advancement and development of artificial intelligence. As a pioneer in Natural Language Processing (NLP) in Hong Kong, we have deployed over 200 omni-channel marketing and AI solutions, handling more than 120 million customer inquiries annually across both public and commercial sectors.
Our innovative AI customer service assistant combines NLP and Natural Language Generation (NLG + ChatGPT) engine technology with our cutting-edge LLM capabilities. This allows our AI assistants to communicate fluently in multiple languages and continuously improve through ongoing training, providing businesses with diverse services and information to significantly enhance the overall customer experience.
If your business or brand is interested in leveraging advanced AI technologies, we invite you to contact us and explore the limitless possibilities that innovative AI can bring to your operations!
WhatsApp: wa.link/2iidos
Phone: +852 6688 0053
Email: info@setsailsoftware.com
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