A Significant Improvement on Customer Service, Marketing Enablement and Management Capability through All-in-One Contact Center Solution
SINGAPORE, Aug. 21, 2024 /PRNewswire/ -- Sobot, an all-in-one contact center solution provider, will launch its upgraded AI Agent this September. In preparation for this launch, Sobot has carried out a closed beta test over the past two to three months. This testing phase involved a carefully selected group of existing customers, who were given exclusive access to the advanced features of the AI Agent.
"We've enhanced our AI Agent's capabilities in AI settings, working processes, and beyond," said Leo Chin, Vice President of Product at Sobot. "The upgraded AI Agent will extend its functionality beyond online text dialogue to include voice calling and email ticketing systems. We are excited about this launch and invite everyone to look forward to its rollout."
"All Customer Experience Embracing AI"
Embracing the motto "All Customer Experience Embracing AI" and holding true to the 'Customer First' value, Sobot remains dedicated to developing contact center solutions that significantly enhance customer experience (CX). The integration of AI into these solutions is a fundamental component.
"We've observed a comprehensive adoption of AI in all CX facets, which is why we have integrated AI so deeply into our solutions," said Chin.
Over the past few years, Sobot has been actively exploring and deepening the applications of AI in intelligent customer contact, bringing great benefits in various aspects.
Sobot's AI Agent: Be your Baymax in Customer Service
Sobot's AI Agent is an AI-powered bot that can independently provide automated services and support for customers. Supported by both NLP and LLM, the AI Agent offers much more advanced capabilities than traditional chatbots, which are solely based on NLP.
"Like Baymax, the personal health care companion in Big Hero 6, Sobot's AI Agent can be your personal customer service companion. Sobot's AI Agent is as intelligent, independent and versatile as Baymax." said Chin.
Sobot's AI Agent is also equipped with better language understanding capability and logicality, making their dialogues with customers more natural and coherent. It can even play the designated role according to application needs and imitate different tones.
Sobot's AI Agent can independently receive customers. It can extract Q&A pairs from the uploaded files intelligently and add them to the relevant knowledge base, reducing the operation and management costs of the knowledge base.
With its great multilingual ability, Sobot's AI Agent now can support international business smoothly. Its multilingual ability also contributes to knowledge base establishment—operators just need to establish the knowledge base in one language, then it can be used in other languages without further adjustment.
With Sobot's AI Agent, enterprises can anticipate a 15%-35% increase in direct response rate, and a 5%-15% increase in answer accuracy rate. Additionally, the knowledge operation efficiency can be improved significantly, with an 80% reduction in the workload of knowledge base establishment and maintenance.
Renogy Witnesses Improvement in Customer Service with Sobot's AI Agent
Renogy is a new energy company that focuses on technology innovation, product R&D and production. As a multinational company, its customers are located in over 30 countries.
Renogy, a multinational new energy company, turned to Sobot's AI Agent after facing challenges with another provider's chatbot, including a low direct answer rate, and independent reception rate. It was these factors that prompted the switch by the company to using Sobot's AI agent.
Sobot's AI Agent can intelligently learn the information in the files uploaded by Renogy. That means the AI Agent can answer questions not included in the knowledge base according to the files they learned. Also, with the AI Agent, human staff don't need to manually add Q&A pairs into the knowledge base anymore, thus significantly reducing the operation and management cost of knowledge base.
With Sobot's AI Agent, Renogy has seen a 35% increase in direct response rate and a 27% increase in response accuracy, and the knowledge base operation workload has been reduced by 90%.
Even with AI Agent Around, Humans Will Never Be Absent
There is no doubt that AI Agent is highly helpful to human agents in CX, but does that mean AI Agent will replace human agents one day? Sobot's answer is a resounding no.
AI Agent and human agents play different but indispensable roles in customer service and CX improvement. Sobot believes the human touch carries the same importance as efficiency in customer service, something that can obviously only be performed by human agents. Therefore, Sobot's AI Agent AI Agent is designed to assist, not replace, human agents, and maximize efficiency in CX improvement by giving full play to their respective advantages.
"Just like Baymax, Sobot's AI Agent is also created to assist humans as a companion, not to replace humans." Chin said. "Our AI Agent will not be our ending point in our exploration of AI. While the AI Agent enhances CX, we are also developing AI Copilot and AI Analyst roles to further support human staff."
For more information, please visit https://www.sobot.io/.
** The press release content is from PR Newswire. Bastille Post is not involved in its creation. **
Sobot Announces the Launch of Upgraded AI Agent in September
HONG KONG, April 7, 2025 /PRNewswire/ -- Tencent Cloud, the cloud business of global technology company Tencent, today announced the first-time inclusion of two of its EdgeOne capabilities: Data Boosting and Rate Limitation into the core Technical Specifications of 3GPP – the world's largest global standards organization for mobile communications.
Since 2018, Tencent Cloud has actively participated in 3GPP standard setting and has led multiple global standard projects in fields such as multimedia network transmission, contributing hundreds of standard proposals in total. The inclusion of the two EdgeOne capabilities into the global standards also signifies that Tencent Cloud has reached a leading global level in the field of edge security acceleration.
Tencent Cloud EdgeOne is the first truly integrated edge security acceleration platform in China based on a new architecture. It provides comprehensive security protection, network and application performance acceleration, leading edge computing, and comprehensive monitoring and operational analysis capabilities.
The Data Boosting leverages Tencent Cloud's edge nodes distributed across global availability zones, caching content on nodes closer to users. This minimizes issues such as network latency, connection errors, and network delays, helping users quickly enable network, page, and file optimization with one click, thereby handling service access requests in a faster, more stable, and secure manner.
After the Data Boosting solution was incorporated into the 3GPP core technical specifications TS 23.501/502/503, third-party applications and CDN acceleration nodes can make on-demand acceleration requests to the operator's mobile network through standardized interfaces, meeting Quality of Service (QoS) requirements in real time, further reducing access latency and improving response speed.
Rate Limitation is used to distinguish normal client access from malicious access, maintaining site security by selecting appropriate statistical methods, limiting thresholds, and disposal methods. The inclusion of this capability in the 3GPP standards will encourage mobile network operators to provide information about internal speed limits, allowing third-party applications and Content Delivery Network (CDN) acceleration nodes to optimize relevant strategies, thereby reducing risks related to malicious resource usage, service abuse, and data leakage.
As mobile communication networks increasingly adopt cloud technologies, service architectures in the internet sector are gradually becoming essential infrastructure for mobile communication networks, and the integration of cloud and networks is accelerating globally.
In this context, Tencent Cloud EdgeOne continually refines its product by integrating research and development practices with industry development needs, garnering numerous authoritative certifications. Previously, EdgeOne has been recognized as a Representative Vendor in Gartner's "Market Guide for DDoS Mitigation Solutions", "Market Guide for Cloud Web Application and API Protection", and "Market Guide for Edge Distribution Platforms", and is named as a Major Player in the "IDC MarketScape: Worldwide Edge Delivery Service 2024 Vendor Assessment".
Simultaneously, leveraging its leading technology capabilities, EdgeOne has been implemented in typical scenarios across multiple industries such as finance, gaming, social entertainment, and e-commerce retail, becoming the first choice for top global clients expanding overseas and entering China. For example, in the gaming sector, 87% of the top 30 gaming companies in China use EdgeOne to handle millions of concurrent downloads; among the top 10 revenue-generating gaming companies in Korea, EdgeOne solutions have an 80% adoption rate. EdgeOne's global nodes, paired with its innovative architecture, help accelerate game server access by over 30%, increase download speeds by an average of 50%, and boost first-day engagement by 20%.
According to EdgeOne product team, the inclusion of Tencent Cloud EdgeOne's two core capabilities in the world's most authoritative communication standards not only promotes further integration of technologies like CDN and mobile communication networks with international standards but also fosters a healthy industry ecosystem among application service providers, operators, and end users. End-to-end performance optimization will significantly enhance user experience.
As the four major product segments—Edge Acceleration, Edge Security, Edge Media, and Edge Development—continue to mature, EdgeOne will leverage Tencent's more than 20 years of deep expertise in network and audio & video technologies to offer more diverse technical solutions to global users, aiding more enterprises in achieving sustainable and high-quality development.
About Tencent Cloud:
Tencent Cloud, one of the world's leading cloud companies, is committed to creating innovative solutions to resolve real-world issues and enabling digital transformation for smart industries. Through our extensive global infrastructure, Tencent Cloud provides businesses across the globe with stable and secure industry-leading cloud products and services, leveraging technological advancements such as cloud computing, Big Data analytics, AI, IoT, and network security. It is our constant mission to meet the needs of industries across the board, including the fields of gaming, media and entertainment, finance, healthcare, property, retail, travel, and transportation.
** The press release content is from PR Newswire. Bastille Post is not involved in its creation. **
Tencent Cloud EdgeOne Contributes its Key Capabilities into 3GPP Core Standards, Sparking a New Wave of Technological Advancements
