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Transcosmos has rolled out its generative AI bot, called trans-AI Chat, in Indonesia. The service is made for customer chat flows and uses large language models to grasp what a user means, instead of sticking to preset scripts. It can also reply with follow-up messages, review answers made by the AI, and spot parts of a question that have not been covered in its knowledge base yet. There is also a handover option for cases that need human support.
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Customer conversations, along with their context and history, can be passed to an operator during the transfer. Transcosmos says the chatbot can be used across sectors such as banking, telecom, retail, FMCG and automotive, particularly where businesses deal with high volumes of customer interactions
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