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AI Assistant

Phase 2 Part 2

The AI Assistant provides intelligent support for both customers and administrators, leveraging natural language processing and internal data integration.

The AI Assistant provides intelligent support for both customers and administrators, leveraging natural language processing and internal data integration.

Customer WeChat Mini Program Features​

AI Chat Support Interface​

  • 24/7 Chatbot Assistant
    • Conversational interface via WeChat Mini Program
    • FAQ support (e.g., "How to redeem points?", "Where is my reward?")
    • Membership queries (tier, points, benefits)
    • Store information (location, hours, brands)
    • Promotion details and campaign guidance

Smart Self-Service Actions​

  • Quick Actions
    • "Check my points balance"
    • "View my redemption history"
    • "Show my vouchers"
    • "Update my contact info"
    • Suggest help topics based on recent user activity

Admin Web App Features​

Conversational AI Interface​

  • Query Interface
    • Search bar or chat interface to ask questions like:
      • "Show me top-performing promotions last week"
      • "Which tenant had the highest footfall today?"
      • "Compare campaign A vs B by conversion rate"
    • Autocomplete suggestions and query examples
    • Natural language processing (NLP) for question interpretation

AI System Capabilities​

Internal Data Integration​

  • Connected Systems
    • CRM (Customer Profile, Segments, Tier)
    • Campaign & Promotion History
    • Loyalty (Points, Redemption, Behavior)
    • Tenant Sales & Footfall
    • Feedback & Survey Data
    • Daily sync and real-time data access where applicable

Analytical Functions​

  • Descriptive Analytics

    • "Show average points redeemed per user in June"
    • "Top 10 tenants by engagement"

  • Diagnostic Analytics

    • "Why did Campaign X perform poorly?"
    • "What's driving badge completion?"

  • Predictive Analytics

    • "Which customers are likely to churn?"
    • "Forecast redemption volumes next month"

  • Prescriptive Suggestions

    • AI recommends optimal campaign timing, audience, channels

Natural Language Processing (NLP)​

  • Language Understanding
    • Understand variations of user questions
    • Multilingual support (Chinese, Thai, English)
    • Handle slang and common typos

Contextual Understanding​

  • Conversation Context
    • Retain context across conversation turns
    • Understand follow-up questions
    • Provide relevant suggestions based on conversation history