Seeking Chatbot Technology for Call Centre

PT Monotaro Indonesia (Monotaro) is is an B2B ecommerce company, Joint Venture company of Monotaro Co.Ltd and Sumitomo Corporation Group.

As part of our efforts in digitalisation, we are seeking an Artificial Intelligence-powered chatbot to augment our Customer Support team’s capability in handling large volumes of enquiries from customers. The chatbot should be able to comprehend and answer enquiries in Bahasa Indonesia language.

We hope to increase performance and productivity of our call centers with this system integration of chatbots complementing our human agents.

The chatbot solution sought should handle enquiries from customers both in text as well as speech, in Bahasa Indonesia. As such, the proposed solution will require speech-to-text functionality.

The proposed technology should be able to comprehend and construct answers to customer enquiries in Bahasa Indonesia language. The proposed AI should also be able to comprehend the colloquial communication styles of enquiries which may be specific to the Indonesia audience.

With regard to answering enquiries, there are different Q&As for different products, with an estimated 1 million products. Should there be specific and technical questions that the chatbot is not equipped to answer, the enquiry should be automatically directed to a human agent.

The proposed solution should incorporate data collection, aggregation, cleansing and analytics. There should be a proper archival system for the AI-assisted call logs.

The proposed chatbot solution should be able to learn from data sources such as text-based call scripts, textual and audio recordings documented in digital format.

Further Details

Further details of the challenge statement may be found at the Briefings Page, in the form of video recordings of the virtual briefing sessions, Q&A transcripts and presentation slides if available.

Instructions on Submitting Proposals

Download the proposal submission form in Microsoft Word format at the 'Attachment' section of the Challenge Statement Listing Page and fill in the details of your project proposal. You can then proceed to the proposal submission page by logging in and clicking the 'Submit Proposal' button on the right side of this page, where you will have to fill in the form fields and attach the filled Microsoft Word project submission form before submitting. Do also upload supporting documents/files that may support your proposal.