Quality customer service has the potential to be a differentiator for the transportation sector, saving up to 25% in customer acquisition and retention costs. But in an industry that relies on data precision, many AI-enabled solutions on the market are too risky to adopt.
Proto’s AICX Platform blends its own proprietary AI and ChatGPT with sophisticated data security measures, mitigating the risk to sensitive customer data. Rather than simply integrating ChatGPT directly, Proto restricts training data to client-provided information and balances generative AI with rule-based dialogue. This prevents malicious inputs by endusers from affecting chatbot outputs, and also protects against information hallucinations by ChatGPT.
Proto also ensures compliance by switching to its proprietary AI engine when dialogues contain personal information, to prevent the chatbot from being trained on any personal identifiable information (PII). For added security, users can opt for on-premise or cloud hosted data to keep sensitive information in company databases.
With AI-enabled chat, real-time analytics, data integrations, and intelligent ticket summaries, the platform also meets increasing industry demand for faster, personalised customer service.
ChargEV will leverage Proto’s AICX Platform with for streamlined ticketing and automated FAQs
ChargEV, a YINSON GreenTech brand, seeks to spearhead the electric vehicle revolution in Malaysia and Singapore. With Proto's AICX Platform for transportation and logistics, ChargEV can streamline ticketing and automate responses to FAQs to enable them to scale customer service without increasing spend on live agents.
The platform is integrated with Zendesk , and provides service over WhatsApp, Messenger, Webchat and the company’s app. It also provides superior conversational accuracy in Malay for local customers.
Proto’s commitment to data quality and safety allows the platform to harness the natural language capabilities of generative AI while mitigating risk to sensitive data. The AICX Platform includes sophisticated features for controlling how data is used and where it is stored to ensure customer data stays safe. Users can also combine generative AI with structured conversation flows in cases where language outputs need to be precise.
New capabilities for transport and logistics with Proto AICX
With an updated platform, Proto’s transport and logistics clients will be able to access vital capabilities such as sentiment trend analysis to track overall customer satisfaction, instantly match agent responses to sentiment, and synthetic voice responses in various languages.
Proto's AICX Platform is instrumental in transforming the way transport and logistics providers manage customer data, feedback and complaints, tickets, support, and more. With improved customer interaction analytics and survey tools, providers can enjoy a significant lift in their customer service. Learn more about Proto's transformative solutions.
