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Dish TV launches Al-enabled Chatbot to offer customer support

MUMBAI: DTH operator Dish TV has announced the launch of ‘Advanced Dish TV interface’ (ADI), the world’s first AI-enabled pay TV Chatbot.

Built for issue redressal and service lifecycle management, ADI provides a virtual interface that acts as a one-stop solution window to subscribers, and guides them instantly to address their queries.

ADI is an omni-channel interface with customer experience as a core tenet. It can enable quick recharges and answer millions of customer queries across multiple channels instantly. It is designed to process user requests, powered by deep analytics and its artificial intelligence engine. It enhances customer service through personalised and immediate answers that are available 24×7 and are constantly evolving to become more relevant and accurate for the users.

Users converse with ADI in a personal setting, thus providing a landscape to move from personalisation to individualisation at massive scale, harnessing the power of big data.

Dish TV Group CEO Anil Dua said, “Relevance in the digital age requires connecting with customers across multiple channels while maintaining the information accuracy along with ease of interaction. With the launch of ‘ADI’, customers can get information on our products and services instantaneously and will be able to recharge, troubleshoot or order a connection on the go. ADI will also encourage those customers who may not be very comfortable navigating the traditional web space. With digital platforms gaining popularity across industries, ADI will enable us to reach out to a wide spectrum of customers, and serve them better with both speed and accuracy.”

ADI appears as a pop-up feature on the website and introduces itself as “Adi, your Dish TV virtual assistant”. One can initiate a conversation by entering a message that transforms into personalised experience, delivering real-time responses, timely and pertinent to one’s Dish TV account. It gives solutions to problems concerning recharge offers, current balance, add-on service upgrades, or any other glitches like unsubscribed channel or lost signals or Smart Card related issues. For this, all that the consumer needs is an 11-digit VC number or the registered mobile number.

ADI is available on desktop and mobile platforms currently and would soon be available on other platforms like Facebook and Twitter. Its aim is to relieve the customers from the effort of calling the customer care or visiting the dealer stores for recharges.