M1 chatbot upskills to handle subscriptions

Staff that previously handled customer service will be upskilled.

M1’s chatbot Mindy can now help users register or drop the subscriptions for the telco’s value-added services (VAS) like data passport, roaming subscription, pay-per-use roaming, and data roaming cap.

As a result, customer service officers will be upskilled to perform higher value-added queries that require complex decision-making, said M1 customer service director Stamford Low.

Mindy, which is available on M1’s website and app, was launched nine months ago to assist M1 customers with queries on M1’s products and services. The telco said the chatbot has “expanded her knowledge.”

The chatbot is an example of the definite trend of fintech investment in Singapore and Asia. Companies in sectors like retail, banking, and even aviation have forayed into fintech, especially chatbots, to improve customer service and catch up to digitisation.

Similar to M1, companies are upskilling their existing staff that will be replaced by the fintech.

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