KUALA LUMPUR, May 22 — PLUS Malaysia Berhad (PLUS) has introduced the highway industry’s first-ever chatbot known as ‘Putri’ (PLUS Texting Realtime Interface), to provide a real-time interface to thousands of enquiries on straightforward highway information.
In a statement today, PLUS said Putri is designed to interact with highway customers and over time, the interactive conversations through its Artificial Intelligence and Machine Learning model, will allow Putri to handle over 70 per cent of the 1,500 calls which PLUS Traffic Monitoring Centre (TMC) receives averagely daily.
“Putri will be able to attend to multiple and simultaneous queries pertaining to PLUS highway service, toll fares, real-time traffic information, inquiries on PLUSMiles products, facilities, promotions as well as events,” PLUS Chief Technology & Innovation Officer, Shamsul Izhan Abdul Majid was quoted as saying in the statement.
Putri’s support will enhance PLUS TMC service levels by allowing its personnel to focus more on emergency calls, conduct speedier and swifter coordination to assist customers in distress during traffic incidents.
“Putri Chatbot is easily accessible and more convenient as it provides better speed in providing responses and could reduce the waiting period for highway customers,” the statement said.
PLUS highway customers can interact with Putri’s Beta Version throughout the current public pilot phase launched on April 27 on the PLUS website (www.plus.com.my) and PLUSMiles portal (www.plusmiles.com.my) as well as Plus Application.
The bilingual chatbot, which will soon be available via social media platform and WhatsApp application, is expected to be fully completed in the third quarter of this year and PLUS its customers to interact with Putri to boost its growing process and enhance its technical abilities.