17th November 2024, Kathmandu
Nepal Telecom has taken a significant step forward in customer service innovation by launching a robot named ‘Maina,’ designed to verbally answer customer queries.
AI in Telecom
This cutting-edge service was inaugurated at the Sundhara office of Nepal Telecom, aiming to make customer support more efficient and seamless.
Developed with Student Innovation
The AI-powered robot, Maina, was developed by engineering students with support from Nepal Telecom’s Sundhara Office. This partnership highlights the company’s commitment to fostering local talent and innovation. The service is currently in a trial phase, and if successful, it will be rolled out across all Nepal Telecom branch offices.
Addressing High Customer Volume
Dinesh Chandra Panthi, head of the Sundhara office, emphasized the impact of this technological advancement in managing large volumes of customers. “Our office receives approximately 200 to 300 visitors daily, and limited manpower has posed challenges in providing prompt service. We believe Maina will streamline interactions and significantly reduce wait times,” Panthi noted.
Answering Over 600 FAQs
Maina is capable of answering more than 600 frequently asked questions (FAQs) related to Nepal Telecom services. This includes detailed responses about account inquiries, service plans, and general telecom guidance. The implementation is expected to improve customer satisfaction and provide an efficient service experience.
Plans for Future Enhancements
Nepal Telecom has ambitious plans to enhance Maina’s capabilities. The robot will soon be equipped to offer navigation assistance, guiding customers on which branch office to visit for specific services. Moreover, Maina will be able to communicate in both Nepali and English, making it accessible to a diverse customer base, including international users.
Setting New Standards in Customer Service
The introduction of Maina underscores Nepal Telecom’s dedication to modernizing customer service through AI and automation. This initiative is expected to set a new benchmark in the telecom industry, ensuring faster, smarter, and more efficient customer support.
With the Sundhara office at the forefront of this innovation, Nepal Telecom is paving the way for a tech-driven future, where AI plays a crucial role in enhancing customer experiences.
