MULTICHOICE
Since Ramrathan ’ s team helped to co-create a single , unifying purpose to change the norm for a better future , the business has seen a massive increase in productivity and innovation .
“ We ' ve seen much better collaboration within the department and with others too . Focusing on enabling people and building them up reaped very tangible benefits . We make people aware that we ’ re on their side and we ’ ve got their backs ,” says Ramrathan .
Awarded for NLP ( natural language processing ) chatbot In 2021 , Durrel Ramrathan and his team collected an internal Innovation of the Year Award for their work on Africa ’ s ‘ AI Agent Assist ’ ( T . U . M . I ), selected in the Customer First category by MultiChoice Group . T . U . M . I stands for The Ultimate Master of Information and is MultiChoice ’ s latest AI customer service chatbot , available 24 / 7 to answer customer queries about products and services . It also enables our service agents to respond to customer queries quicker . It interacts with customers online in a text-based conversation in real time , using advanced natural language capabilities ; which means it can understand different variations of questions to help customers resolve their queries .
An NLP-based chatbot , the AI Agent is a computer programmed-AI that communicates with a customer via textual or sound methods . According to Ramrathan , the chatbot wasn ’ t just one of the ‘ question and answer ’ types that you commonly see online .
“ I think the real innovation here was to ensure that the chatbot contextualises and tries to understand what the customer is talking about , powered by information we already know about them .
220 May 2022