By Ravi Saraogi, Co-founder and President of Uniphore APAC

Over the years, conversational artificial intelligence (AI) has been recognised as a key component of digitalization, as many businesses strive to streamline their operations while delivering new and transformative experiences for their audiences.

Conversational AI helps contact centres in many forms – from powering intelligent virtual assistants (IVAs), analysing calls in real-time to summarising calls for agents. The short answer to “Are AI-powered contact centres a hype or reality?” is that it has long been a reality, especially for the financial, telecommunications, business process outsourcing (BPO), and e-commerce industries during the global COVID-19 pandemic. The longer answer is that while we have seen an extreme acceleration of AI adoption in the past year alone, we continue to see new and exciting applications being adopted that are truly changing the enterprise. AI is part of a much bigger picture; it is meant to “power” the entire front and backend operations and augment agent capabilities for improved productivity and employee experience.

KUALA LUMPUR, 22 JUNE 2021 - PARCELHUB, the fast-growing local network of courier service and fulfillment centre, is pleased to announce that United Parcel Service (UPS) courier service will be made available at all of its 300 centres through a phase-by-phase roll out plan. Through this partnership, customers will have easy access to UPS’s courier and shipping services via PARCELHUB’s retail front. 

PARCELHUB, which began operations in 2014, now serves more than 500 local communities in 55 districts across 10 states and 2 Federal Territories. Their centres are located both in big cities and small towns, providing convenient accessibility to customers who seek courier and e-fulfillment services. In 2020, PARCELHUB centres processed more than 10 million parcels. 

JOHOR BAHRU, 22 JUNE 2021 – With global public transport operators placing greater  emphasis on passenger safety and security, mainboard-listed Gemilang International Limited (Gemilang), through its subsidiary, Gemilang Coachworks Sdn Bhd, has teamed up with Altair,  to boost passenger safety for commercial buses and coaches by capitalising on simulation  technologies.  

Under this agreement, Altair, a global technology company providing solutions in data  analytics, simulation, and high-performance computing (HPC), will provide its industry-leading  simulation solution to help Gemilang automate bus rollover crash tests. This effort will  generate critical data for Gemilang engineers to build and design safer commercial vehicles.