Category Archives: Computers

How ethical hacking can improve your security posture

*This article is contributed by Myles Hosford, Head of Security Architecture, ASEAN, AWS*

Cybersecurity professionals see some threat actors or outside-parties as the enemy. However, challenging this mindset is important; you can better protect your organization against outside-parties if you understand how they think and operate. With this in mind, businesses around the globe have turned to hackers to test security infrastructure and develop stronger, more robust security practices.

Before integrating penetration testing into your security policy, it is important to understand the different types of hackers that exist. Each group has differing motivations, and you must be clear on which of their skills can be used to your organization’s advantage.

Black hat

Photo by Luca Nardone from Pexels

Black hat hackers are cybercriminals motivated by personal or financial gain. They range from teenage amateurs to experienced individuals or teams with a specific remit. However, over recent years, several high profile blackhat hackers have refocused on using their cyber skills to protect organizations. An example is Kevin Mitnick aka Condor, who was just sixteen years old when he gained access to a Department of Defense computer.  Following this and numerous other hacks, Mitnick spent five and a half years in prison. Upon his release set up his own company, Mitnick Security Consulting, which now runs penetration tests for clients.

The issue of whether to work with a previous black hat hacker is a contentious one. Some, including David Warburton, senior threat evangelist at F5 Networks, believe that hiring ex-hackers is critical in staying ahead of the threat landscape. However, others are concerned about allowing this group access to corporate systems and customer data. The latter group should, however, consider other approaches to working with hackers. 

White hat

Photo by Reza Rostampisheh on Unsplash

Often referred to as ethical hackers, white hat hackers are employed by organizations to look for vulnerabilities in security defences. Despite using the same tactics as black hat hackers, this group has permission from the organization making what they do entirely legal. While they use their knowledge to find ways to break the defences, they then work alongside security teams to fix issues before others discover them.

Many of the biggest organizations in the world, including General Motors and Starbucks, are turning to white hat hackers to help identify fault lines and proactively enhance security posture. White hat hacking can offer an interesting and lucrative career path for people with technical skills. Drawing attention to the important role white hat hackers play can encourage more talented individuals to take a positive path instead of becoming black hat hackers.

Nurturing talent

There are many programmes in place to find, encourage and support the next generation of white hat hackers. An example, supported by AWS, is r00tz Asylum, a conference dedicated to teaching young people how to become white-hats. Attendees learn how hackers operate and how cybersecurity experts defend against hackers. The aim is to encourage people with technical expertise to use it for good in their career.  By equipping aspiring cybersecurity professionals with knowledge and skills, they can bake security into infrastructure, from the ground up. AWS’s support for r00tz is our chance to give back to the next generation, providing young people who are interested in security with a safe learning environment and access to mentors.

Building on solid foundations

Photo by Ramin Khatibi on Unsplash

For those responsible for maintaining customer trust and protecting data, an end to end approach to security is critical. As we have seen, working with ethical hackers is a powerful way to view security posture from a cyber-criminal’s perspective to identify and tackle vulnerabilities. However, it’s also important to remember that security needs to be baked in throughout an organization’s infrastructure. This is where partnering with a cloud platform can be beneficial; the best of these are developed to satisfy the needs of the most risk-sensitive organizations. Cloud platforms also offer automated security services, which can proactively manage security assessments, threat detection, and policy management. In so doing, these platforms take on a lot of the heavy lifting for security professionals, including ethical hackers.

How blockchain technology is enabling new ways of doing business

*This article is contributed by Myles Hosford, Head of Security Architecture, ASEAN, AWS*

As the world becomes more interconnected, opportunities for companies and individuals to interact and transact across borders, time zones, and channels grow quickly. To make sure that these transactions run smoothly, proactive management – specifically to ensure the minimization of cost, lowering of risk, and the elimination of inefficiencies – is needed.

Distributed ledger technology (DLT) such as blockchain helps simplify transactions and conduct efficient, secure interactions with multiple independent parties around the globe. All without the need for a third-party intermediary. These transactions can vary from sending anything from farm data, to banking and contract transactions.

Use case: Empowering farmers to sell field data transparently

Farmers collect large volumes of data with each step in the planting and harvesting process. Licensed data – data that qualifies as intellectual property of the farmer such as which crops to plant or how many seedlings – can be anonymized, sold to third parties and offer the agricultural industry with real-time insights on farms across the world. However, farmers are unsure how to monetize this crop data.

Photo by Tom Fisk from Pexels

As farmers are unsure how to monetize their crop data, Farmobile addresses these challenges through a blockchain-based exchange, built on AWS. The solution empowers farmers to licence data to approved buyers and includes account set up, creation, confirmation, execution of the offer, and delivery of the digital asset. They can seamlessly sell single-use licenses while keeping their farm’s identity completely anonymous. However, farmers have full visibility into the identities of potential data buyers, such as agronomists, equipment producers, and retailers, and are free to decline offers.

Use Case: Boosting financial inclusivity

Another case study for Blockchain technology is the financial sector in the Philippines. Here, rural banks lack the resources of larger banking institutions, making it nearly impossible for them to thrive or survive. This has left a large majority of rural-based Filipinos with little or no banking access.

Photo by David McBee from Pexels

UnionBank, a pioneer in its use of blockchain technology, joined forces with ConsenSys, an AWS Partner , to build a blockchain solution that would resolve this issue. The new, blockchain-based solution created a decentralized, cost-efficient, and near real-time network, allowing for the execution of domestic payments without relying on existing banking infrastructure and intermediaries.

The blockchain solution introduced means that rural banks no longer have to shoulder the burden of manually processing back-office transactions, freeing up staff to serve more customers. As such, the technology not only increased banking access and inclusivity but drove sustainable, future banking practices.

Use case: Limiting contract disputes in the oil and gas industry

Another example comes from the oil and gas industry. Moving resources through the oil and gas supply chain involves many stakeholders, including landowners, governments, oil and gas company operators, surveyors, and financial institutions. One critical step occurs between those mining the oil and royalty owners on whose land the oil is mined. Checking royalty transaction payments is a lengthy, manual process where stakeholders must agree to contract terms upfront. However, those terms are often interpreted differently on either side, often leading to disputes.

GuildOne, believed companies needed more efficient, secure, and cost-effective ways to execute a royalty contract transaction. They developed a solution through which contract terms are capable of being replicated, and consensus agreed using blockchain technology. By doing so, they mitigated the possibility of disputes and eliminated a large chunk of the expense of contract administration.

To build its royalty ledger and to meet the stringent privacy and security needs of its stakeholders, GuildOne chose to use R3’s Corda — a blockchain platform built for business and longevity — on AWS. Believing that the security capabilities gained would be vital in enabling rapid adoption of the royalty ledger solution in the oil and gas industry.

The future of blockchain technology solutions

Blockchain solutions are transforming the ways companies and individuals do business, locally and globally, by simplifying transactions and increasing their efficiency. Those looking to take advantage of the technology should partner with cloud providers capable of scaling up while delivering cybersecurity controls and standards to protect from external attacks. With Amazon Managed Blockchain, it eliminates the overhead required to create the network and automatically scales to meet the demands of thousands of applications running millions of transactions. Once a network is up and running, Managed Blockchain makes it easy to manage and maintain the blockchain network by managing its certificates and letting customers easily invite new members to join the network.

COVID-19 Hits Google Hard – Google Next Cloud Goes Completely Online and I/O is Cancelled

At this point of time, COVID-19 has claimed over 3,000 lives globally. These are known deaths caused by COVID-19 and there may be more than that. To be honest too, this is a very difficult write-up. Not because there is very little information to work with. It is just the fact that COVID-19 news are not getting any better. There is a glimmer of hope though; WHO claims that COVID-19 containment and treatment is very viable.

Source: MS Poweruser

Still, COVID-19, or more commonly known as Coronavirus at this point has claimed more than just lives. It is affecting communities and commerce as well. Of course it would, people run these businesses and communities, people are getting infected and therefore sick; conducting business activities then is difficult.

We saw Apple getting affected earlier on with their China stores temporarily closing. Foxconn, their manufacturing plant had also stopped operating at some point. Mobile World Congress 2020 has been cancelled; Geneva Motorshow is also being torn down as we speak because they cancelled the event at the very last minute. Even Formula 1 is being heavily affected; they lost China GP this year and who knows which other GP is being cancelled due to the global emergency that is COVID-19.

Plenty are hopeful that the disease will be contained and cured by June or July. That is why some events has been postponed to then. Even Computex 2020 seems to be happening still. The situation now is not very encouraging though.

This week alone we see more victims to COVID-19. On top of new confirmed deaths around the world we see Microsoft’s MVP physical event going completely digital. Facebook is also cancelling the F8 summit. Even Adobe is not spared; Adobe is having their Summit announcements completely online too. The hardest of all is Google having to cancel both their big conferences.

Source: Google

Google has cancelled their Cloud Next event earlier on this week. They announced thought that the conference will be a completely online affair. There was also a sort of expectation that some of the things that would be covered on Cloud Next would appear in Google’s I/O which was still reported to be happening. This morning proved our optimism wrong though. Google is cancelling the Google I/O conference; their biggest developer conference of the year has been cancelled.

If we are right, we are seeing Google’s latest Android 11 on the big stage of Google I/O. It looks like we are going to have to see it on an online stage instead; they show must go on, as they say. There is no final confirmation yet on the online streaming of Google I/O yet though. We are expecting them to go online because Google is completely equipped to livestream all their conferences, which they have done before anyway. Of course, it helps that they own YouTube anyway.

Google is not the first to be hit strongly by COVID-19. We highly doubt that Google will be the last one. We are expecting the Olympics committee to make an announcement soon regarding the Summer Olympics 2020 in Japan. For all you know, Japan might be the one that makes the announcement of a border containment. Still, these are just speculations; take it with a pinch of salt. Not Google’s cancellations though, those are confirmed.

Source: Google, Tech Crunch, 9to5 Google

Acer Announces New Nitro 5 with AMD and NVIDIA

Acer’s Nitro 5 series has always been a compelling option when it comes to an entry level gaming laptop. It’s also one of the most affordable gaming laptops in market right now. Acer Malaysia has just announced a refresh of its casual gaming laptop which sees the price come to about MYR 2,999.

The new Nitro 5 comes equipped with a quad core AMD Ryzen 7 processor and is complemented with an NVIDIA GTX1650 discreet graphics card. The new setup also comes with 512GB of storage. This isn’t just your regular spinning hard disk either. It’s a PCIe NVMe solid state drive (SSD) which promises quick performance and load times. It comes with 4GB of RAM but can be upgraded to 32GB should you see the need to. There is also an additional m.2 slot if you need even more performance memory. Acer is also touting that the Nitro 5 comes with an HDD upgrade Kit which allows users to upgrade the storage on the laptop.

The AMD touting Nitro 5 comes with a 15.6-inch Full HD IPS display with 120Hz refresh rate. The screen itself covers a whopping 80% of the face of the laptop thanks to it’s slim 7.18mm bezels. The new laptop also comes with Waves MaxxAudio advanced sound optimization technology with Acer’s own TrueHarmony technology for better, more immersive sound.

The Acer Nitro 5 comes with dual fans and dual exhausts which have been design with the company’s CoolBoost technology. This increases the fan speed by 10% allowing better cooling performance. In addition to this, the cooling of the GPU and CPU is also increased by 9% thanks to CoolBoost. With online gaming, your connection stability is increasingly important; the Nitro 5 comes with Killer Ethernet E2500 and Acer’s Network optimizer to help keep you up to speed. This gives you the option to manually tweak your network performance or you can simply leave it to the computer on Auto mode.

Acer’s NitroSense will allow you to keep an eye on the happenings of your Nitro 5. The software allows you to manage component temperature, loading performance, power usage among others with the hit of a dedicated Nitro Hot-Key. It also comes with HDMI 2.0 ports as well a USB Type-C and more to allow you supe up your gaming.

Pricing and Availability

The new Nitro 5 with AMD’s Ryzen 7 and NVIDIA GTX1650 is immediately available in Malaysia. Prices start at MYR2,999.

Lenovo ThinkPad Laptops 2020 Upgrade – Better Working Experience

Lenovo has always been about giving customers the best value. Giving customers a wide variety of options to choose from to fulfill their needs. This time around, Lenovo has given the ThinkPad Laptops new upgrades to give you better productivity. 

The updated ThinkPad features a new modern standby mode where the laptops operates like a smartphone. In standby mode, the system goes into low power and remains connected at all times to keep the laptop in sync with whatever that is going on in the background. This makes it really convenient if you have to work away from your laptop and coming back to it at a later time. 

Source: Lenovo

To further complement the innovation of productivity, users can quickly resume where they left off by using a Wake on Voice command. Instead of using precious time to physically wake up the laptop. You can now just use your voice to wake up the laptop while you work on something else. There is also now a unified communications function keys to enable users to instantaneously answer or decline calls. 

The next upgrade is WiFi 6 connectivity. Even though WiFi 6 is not readily available yet, but this is a good future proofing measure done by Lenovo to keep in times of what’s to come in the near future. WiFi 6 not only gives better connectivity speed but also has better security. Do keep in mind that this is a two-way hardware upgrade, so you will need to have a WiFi router that also supports WiFi 6 connectivity to optimise its performance. 

There will also be a more premium UHD, OLED, and Dolby Vision options to deliver the best visuals. Not to miss out, the audio department gets Dolby Audio Speakers treatment on the ThinkPad T and X series. The ThinkPad L series will only feature an enhanced audio experience from Dolby Audio. 

Source: Lenovo

Lenovo has not forgotten about security upgrades as well, so you can enjoy all the conveniences without having to worry about any security breaches. With Lenovo’s own security solution, ThinkShield. The laptop would come with an optional PrivacyGuard ePrivacy display and PrivacyAlert on models that have an IR camera. This PrivacyGuard ePrivacy display with PrivacyAlert helps protect users from prying eyes of over the shoulder glances. So that anything on your screen is for your eyes only.  

All these goodies can be found with a new processor from both the blue and the red team. In the blue team, we have the latest 10th Generation Intel Core vPro processor and in the red team, we will find the AMD Ryzen PRO 4000 Mobile processor. All of these options will be available in the ThinkPad T Series and the smaller more portable X Series. Specifically the T14, T14s, T15, X13, and X13 Yoga. 

The L Series did not get the same display upgrades as the T and X Series. The L Series has gotten a redesign instead. It is now thinner and lighter across the board! It also comes with Windows 10 Pro and a conveniently placed fingerprint sensor for security and convenience. 

The new upgrades will be available from Q2 2020 with an expected pricing from USD 647 all the way to USD 1,099. If you would like more details, do refer to the list below. 

ThinkPad T Series
T14 – USD 849 (MYR 3,568)
T14s – USD 1,029 (MYR 4,325) 
T15 – USD 1,079 (MYR 4,535)

ThinkPad X Series
X13 – USD 849 (MYR 3,568)
X13 Yoga – USD 1,099 (MYR 4,619)

ThinkPad L Series
L13 – USD 679 (MYR 2,854)
L13 Yoga – USD 799 (MYR 3,358)
L14 – USD 649 (MYR 2,728)
L15 – USD 649 (MYR 2,728)

HONOR MagicBook Series Breaks Cover in Barcelona

Mobile World Congress 2020 (MWC2020) has been cancelled and we are still mourning a little bit. That does not deter brands from launching some of their biggest mobile products of the year though. One of them is HONOR, a familiar name in the smartphone community.

Honestly, we are a fan of the brand with their value proposition. We loved then HONOR 8 and HONOR 9 when it came out. That was because we also agreed with HONOR that flagships should not cost an arm and a leg to own. Smartphones should be a fuss free experience with online marketplaces and great value proposition.

Over the years, the brand has come to more than just a smartphone maker. They are also now a smartwatch maker. For this year, they are also a PC manufacturer.

Source: HONOR

It does make sense, they do know how to make great devices at prices lower than what you can expect from brands like Samsung, for example. So what do they have up their sleeves for the world of notebook PCs? The MagicBook 14 and 15 is here.

Both pack the same things within the lightweight and thin body construction. The only differentiation between the two models are the screen sizes at 14-inch and 15-inch. Of course, different screens also means differing body sizes and slight difference in weight.

The MagicBook is powered by a powerful AMD Ryzen 5 3500U processor. That processor comes with an integrated Vega GPU, which is proven to be quite a performer as well. This means, at the right temperature, the AMD powered MagicBook could work its magic on video editing. To be sure of that though, HONOR fits the MagicBook with up to 8GB of dual-channel RAM for optimum memory usage. You might be able to upgrade that DDR4 module to even more RAM. Its 256GB SSD may not sound like plenty, but because it is SSD, the HONOR MagicBook should feel quick.

Source: HONOR

To top it all of, the 14-inch display is Rheinland certified and is coated with an anti-glare coating. That also helps you work in bright light environments without the lights firing back at you from the display. Keeping everything powered up and ready to get going is a 56Wh battery that is quoted for 10 hours of continuous battery life. It charges via a USB Type-C cable at up to 65W, very fast. Still there is more than just one USB Type-C port on the MagicBook. It also has a USB 3.0 port and a USB 2.0 port for maximum flexibility.

There is one interesting feature on the MagicBook that would really appeal to existing HONOR smartphone owners though. There is something called Magic Link. It works just like HUAWEI Share except for HONOR devices only. With Magic Link though, you can control your smartphone from the display of the MagicBook instead. That also means you can check your messages, reply emails, and open browser on your smartphone but on the notebook PC. The best part, you can just drag and drop files from and to the device without ever needing to connect a cable from the PC to the smartphone.

The HONOR MagicBook will be available March 2020 onward in selected markets; Malaysia not one of them yet. It will be priced at EU€ 599 in the launching markets. That is about approximately MYR 2,751. While that may not sound like much, we are expecting prices to be a little lower in Malaysia. How much, we do not know for sure yet. There will also be a 512GB storage version of the HONOR MagicBook 14 and 15 later on.

HUAWEI MateBook D Series Launched With Better Value For Power

The 2020 HUAWEI MateBook D Series was launched back in November 2019 and in the UK earlier this month. However, the series made its global debut last night.

Let’s not waste time and get down to business then, shall we? The D Series laptop is made for the mass market giving you optimal performance and excellent battery life for a daily all rounder. There is the smaller 14 inch, MateBook D14 and a bigger 15.6 inch MateBook D15. Both laptops have thin bezels that are only 4.8mm and 5.3mm respectively. This would give the laptops a screen to body ratio of 84% and 87% respectively.

The displays are not touch displays unlike the MateBook X Pro which was also launched at the same time.  Both D series screens have a 16:9 IPS display and both laptops comes with a hinge angle of up to 178° where you can lay the laptop almost flat. 

Now to the workhorse that makes it all happen. The MateBook D will be running on either AMD or Intel’s chipsets. Giving you the your preferred option for the best value for money. For Intel’s chipset both D14 and D15 will only come with the 10th Generation Intel Core i5 processor. This processor will be paired with NVIDIA GeForce MX250 graphics card that has 2GB of GDDR5 VRAM to give you all the power to process what you need. 

If you are on the red team instead, there are more goodies for you to choose from. Powered by AMD Ryzen 5 or Ryzen 7 processor for you to choose from. Coming with AMD Radeon Vega Graphics you will be able to game and work on heavy tasks with ease. 

To power this baby up, the D Series uses a multi-purpose 62W Type C charger for the D14 and a 65W Type C charger for the D15. All of the D series laptops feature an overheat protection that will automatically stop charging the laptop once the temperature crosses a threshold to avoid any damages to the laptop. 

Last but not least the pricing and the specifications. For Intel’s line up on the D14, we have an Intel Core i5, paired with 8GB of RAM, 512GB SSD of storage and NVIDIA MX250 graphics card which cost €949 (MYR4,357). On AMD’s line up we have either a Ryzen 5 or Ryzen 7 to choose from with 8GB RAM and 512GB SSD for storage. The AMD variations will be going to go for €699 (MYR3,209) for the Ryzen 5 and €799 (MYR3,668) for the Ryzen 7. 

As for the bigger D15, it also runs on the same Intel Core i5, 8GB of RAM, 256GB SSD and 1TB HDD storage and a NVIDIA MX250 graphics card. Weirdly enough the D15 will be priced the same as the D14 at €949 (MYR4,357). The D15 for AMD on the other hand will cost €649 (MYR2,980) which will be coming with Ryzen 5, with 8GB of RAM and a 256GB SSD. The higher Ryzen 7 will come with also 8GB of RAM but a bigger 512GB SSD going for €799 (MYR3,668).

HUAWEI MateBook X Pro 2020 Launched!

After a long hiatus HUAWEI has launched their flagship laptop, the Matebook X Pro. The Matebook X Pro is a 13.9-inch laptop with thin bezels that gives the laptop an amazing 91% screen to body coverage. The HUAWEI MateBook X Pro pushes 3,000 x 2,000 pixels creating a display with a pixel density of 260ppi. thanks to the super slim bezel you get a true border-less experience. 

Processing power of the new Matebook X Pro is courtesy of Intel’s 10th gen Core i7-10510U. There is also a cheaper variant with Intel’s Core i5-10210U. Even the Core i5 version should give you a smooth and snappy experience on The HUAWEI Matebook X Pro.

To complement the power and take full advantage of multitasking, the laptop comes with 16GB of RAM across all variants. 16GB of RAM is copious for you and your laptop to work with. Ample RAM also gives you the ability to run multiple tasks at once without slowing down. The MateBook X Pro also comes with a minimum of 512GB and the top variant comes with a whopping 1TB storage. That also means you may not need to worry about storage needs for a while. 

The MateBook X Pro comes with NVIDIA GeForce MX250 with 2GB of GDDR5 to give you a smooth experience in all tasks at hand from video editing to gaming. That is good news for most power users. That is especially if you need to use your notebook PC as a remote video editing rig. You might not want to put Adobe’s After Effects through it though. Then again, After Effects is too heavy to run on plenty of PCs.

The new MateBook X Pro is designed with a metal unibody with a diamond cut edge giving it a sleeker and thinner look. Well, it is only 14.6mm thick. Anyway, the body comes finished with a premium sandblasted finish that feels smooth to the touch and it has three different colours to choose from. They come in Space Grey, Emerald Green and Mystic Silver.

Such Slim, Very Thin, Many Power, Wow. In that small package, HUAWEI still managed to fit a 56Wh battery that could last up to 12 hours of video playback. All these watts, and you still gotta charge them. The MateBook X Pro has a 65W Type-C portable adapter which can be used with a wide variety of charging outputs. 

The time has come, for the pricing and its variations. There will be three variants, all of which comes with touch screens. The first two variants will be running on Intel’s 10th Generation Core i5 with 16GB of RAM and 512GB of storage. That is where the similarities end, the only difference is that one comes with a MX250 graphics card and the other does not. The last and final variant gets the same 16GB RAM and MX250 graphics card but it comes with a more powerful Intel Core i7 processor and a bigger storage at 1TB. The prices for all three variants of the laptop are as follow, EU€ 1,499, EU€ 1,699, EU€ 1,999 which translates to about MYR 6,820 , MYR 7,730 and MYR 9,095. 

ASUS heating things up with AMD as ROG Strix RX5700 overheats

Source: ASUS

When the ROG Strix RX 7500-series graphics was launched it was HAWT. It seems like they’re taking that pretty literally; the graphics cards have been reported to heat up, even when not overclocked. Imagine what damage it would have done if it was overclocked, you could likely cook an egg.

ASUS posted a statement a week ago stating that the Graphic Processing Unit (GPU) is not getting its optimal thermal performance as more graphical performance is demanded from the GPU. According to ASUS, the GPU’s cooling fans are torqued between 30 to 40 PSI following AMD’s recommended guidelines. This was done as a precaution as the Radeon RX7500-series is the first GPU based on a new 7nm architecture. Thus, ASUS didn’t want to risk completely killing the GPU. 

Source: ASUS

To solve the problem, ASUS said they have done extensive R&D testing to find out the best PSI range for the GPU to have the most efficient thermal performance. Form their test ASUS has determined that the optimal pressure for the GPU is almost double from the guidelines ranging from 50 to 60 PSI.

On that account, all ROG Strix Radeon RX-7500 shipped from January onwards will ship defaulted to the new settings for better performance and reliability. If you have bought a ROG Strix Radeon RX5700 series before January of 2020, don’t fret. ASUS has got you covered. Contact your nearest ASUS service centers starting March of 2020 and ASUS would happily perform the upgrade for you. 

Even though the upgrade would be free, there is another set back to the the upgrading program. Due to the ongoing COVID-19 Coronavirus outbreak, logistics has been affected and necessary shipment of the components would take quite some time. Again do contact your local ASUS service centers for future details. 

Combining AI and Humans in the New Decade

*This article is a contributed article by Ravi Saraogi, Co-Founder and President of Uniphore, APAC *

2020 marks the transition into the great unknown. With the emergence of new possibilities and challenges ahead of us, successful organisations must be quick to identify and take advantage of opportunities through the power of emerging technologies. Specific to the customer service industry, brands that utilise Conversational Artificial Intelligence (AI) technologies will improve business operations and customer experiences.

It is estimated that about 70% of organizations will integrate AI to assist employee productivity by 2021[1] to meet the high demand of delivering faster, relevant and holistic services to today’s customers. More often than not, customers today are frustrated that broken customer service systems and poorly equipped agents don’t understand their requests. To fix this, businesses must move away from a siloed experience and approach service holistically.

Photo by mahdis mousavi on Unsplash

In terms of the adoption of the adoption of AI in Malaysian businesses, it was revealed that only 26% of companies in Malaysia have actually begun integrating AI into their operations, according to a survey that was conducted in 2018. The low adoption rate is attributed to two key barriers that are related to organizational culture on AI and limited employee skill sets2. Thus, the time is now to blend the capabilities of people and AI and better understand conversations in real-time for businesses to stay ahead of the race.

New Power to Customer Voice

With technological capabilities, it’s about time we start hearing what customers really want. Customers today are time poor, distracted and empowered by lots of products and services to choose from. Instant gratification is their modus operandi. With other factors like price point and product quality being at par, superior customer service remains challenging and is often a deal breaker. In a competitive landscape, customers demand a seamless experience when interacting with a brand.

That said, poor customer experiences are not difficult to resolve at all, more so today due to machine learning, AI and automation. This is because AI is now helping brands to truly listen to the voice of the customer and understand their needs in order to quickly resolve customer queries, deepen customer engagement, and deliver superior customer experience at scale.  

Making Headway with Conversational Service Automation

Minister of Communications and Multimedia, Gobind Singh Deo emphasises Malaysia’s potential in the development of AI in both public and private sectors, and the importance of ensuring the local government and industries capitalise on the opportunities at hand.[2]

The use of AI is becoming more prevalent in the customer service industry as conversations become more complex. There is a small window of opportunity for brands to deliver personalised customer service, particularly when your engagement happens across diverse channels. Being equipped with an understanding of context, sentiment, behaviour and real intent, and being able to act on such insights in real-time becomes even more crucial.

Photo by Joseph Pearson on Unsplash

Conversational Service Automation is about enabling front office automation in contact centres. Consider this scenario: A customer starts a conversation with a chatbot for quick self-service. The bot is able to provide some quick and valuable updates based on the customer’s previous interactions. If the conversation gets more complex, the voice bot politely hands the call to a human agent via a live transfer. The agent is assisted through real-time analytics and chat transcripts to be able to make the next best offer which the customer gladly accepts.

This automation backed by real-time analytics is continuously self-learning, enabling real-time listening of conversations across channels and then converting them into actionable insights. As a result, a win-win situation is created where businesses can reduce work pressure on call center agents, improve accuracy of information and greater customer satisfaction.

Getting Ahead of the Race with Voice and AI

We are in the midst of a customer experience transformation and conversational AI technology is leading this change. There is a positive acceptance from both businesses and customers to adopt newer conversational AI technologies. This is driven by the try-before-you-buy and pay-as-you-go models offered, which enterprises find appealing and less risky. Brands can take smaller bets, test-and-learn and then scale up.

Automation has successfully allowed computers to respond to contexts within queries, monitor customer behaviour and improve overall customer service. Moreover, contact centre agents can now receive real-time alerts and recommendations for upsell and cross-sell. The time is now for companies to leverage conversational AI to deliver a quantum leap in customer service, in an industry that is full of potential. It is good to note that brands that embrace conversational service automation will be the ones who stay ahead of the competition and thrive in the new decade.


[1] https://www.gartner.com/en/newsroom/press-releases/2019-01-24-gartner-predicts-70-percent-of-organizations-will-int
2 https://www.stuff.tv/my/news/malaysian-companies-needs-build-ai-culture-it-too-late-microsoft

[2] https://www.malaymail.com/news/malaysia/2019/09/12/gobind-malaysia-well-positioned-in-se-asia-for-ai-research-and-development/1789773