*This article is a contributed article byRavi 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.
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.
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.
Sony Malaysia announced a new entry to their line up of home sound systems. The newly announced Sony HT-S20R soundbar is a compact sound system complete with a 3ch soundbar, a sub-woofer and 2 rear speakers. Powering the system is Dolby Digital technology which promises crisp, immersive sound with a variety of content.
The new HT-S20R system comes with HDMI ARC support. This allows you to minimise wire clutter and use a single cable for all your sound entertainment needs with compatible televisions. If you don’t have a television with ARC support, the HT-S20R comes with optical and analogue input. Bluetooth connectivity is available on the HT-S20R for those living the wireless lifestyle. Prefer old school USB? The soundbar has you covered!
In addition to its impressive array of features, the soundbar is also easy to setup. This is partially due to the HDMI ARC support on the Sony HT-S20R. Sony claims that it’s as simple as positioning your back channels and sub-woofer and plugging the soundbar in.
What’s more, users are able to change the sound mode with a simple click of the button on the remote. Users will be able to select from Auto, Standard, Cinema and Music modes. Also available are Night and Voice modes.
The soundbar will be available in Malaysia starting in June 2020. No pricing details have been released just yet. Do stay tuned as we’ll update you as soon as we have information.
A television, in most cases, is a center piece of your
living room. There are homes these days that does not have a television set in
their living rooms anymore. Some families do not even have TVs anymore, because
they do not watch TVs for some reason.
Thing is, TVs are not just things that you use to watch things from the regular fixed channels anymore. You do more than just switch it on, get bad reception from channel providers (in Malaysia it is RTM, and Media Prima), and watch shows with fixed programming, at a fixed time. It is now smarter than that. Plug it into a TV box, and you get all the goodness of the internet from your couch. If you get more modern smart TVs, you do not even need a TV box, get it to connect to your home WiFi and you get the power of the internet in your palms while you imprint your butt on the couch.
The modern TV then, is an entertainment powerhouse for the
family; for the living room. You get to watch on-demand Over-The-Top contents
from the likes of Netflix, Amazon Prime, HBO, and what not. All of them
built-into the TV itself, making your TV the perfect movie machine. A gaming
console is perfect too for the modern 4K UHD TV set.
You do not have to spend too much too if you are looking
into one. Depending on the target size of the TV you want, you get one for not
very much money. Specifically, you can get your hands on this TCL 55-inch 4K
UHD TV for less than MYR3,000 MYR 2,829 to be exact. The question is; should
you? Would it be wiser to spend a little bit more for a big brand TV? Let us
find out.
Design
When you get a TV set, you usually set it in the living
room. The TV is usually the center piece of the living room, the home as we
mentioned. So, you want the TV to look good. You also want the thing to look
timeless, because it might sit there for the next 5 years or so. I know my TV
at home has sat there for more than 10 years.
This TCL 55-inch UHD TV is just a pane of glass on metal stilts mostly. In a lot of sense, it looks modern; very modern with the super slim bezel for the TV. Little bezels are important in the modern TV, it gives that borderless feel of the TV. It also optimises the space consumed by the behemoth of a thing you call a TV these days. By today’s standard, 55-inch is quite a normal size though.
Still, 55-inch is sizeable enough if you sit about
1.8-meters away from the TV. It is perfect for small to medium sized homes. If
you live in a condo, quite perfect; 55-inch is not too big, it is not too small
either. You can get 43-inch TVs, but Netflix should be enjoyed on a bigger
display.
The 55-inch TCl 55P8S is made mostly out of aluminium and
feels premium despite the price. When we say that the bezels are at a minimum,
we do not mean that there is an aluminium frame that eats into the display
panel real estate. The aluminium frame is pretty much hidden from view if you
look at it from the front. At a glance, the aluminium frames are pretty much
non-existent. While it holds the whole TV together, you do not really see the
aluminium frames.
The stilts, or the legs are premium milled aluminium pieces too. You get three of them as a set in the box and they are fixed separately via the provided screws. You either stand the TV on those stilts or you mount it on the wall with whatever generic TV mount you can get your hands on in the market.
Once you set them on the legs, the TV is quite sturdy. You
will not have to worry about your cat walking past from behind and knocking the
TV over. The strange thing though is that the stilts are actually quite small,
they do not look like they can keep the TV standing with a light push. They do
work though and are quite sturdy at it.
They say less is more, in the case of the TCL 55P8S, it
might be true. Even from behind you cannot really tell that this is a TCL TV.
You can only find the TCL logo and branding at the bottom aluminium lip of the
TV. It sits very close to the LED indicator that tells you if the TV is on or
not. You will not find any buttons in front of the TV as well; they are all hidden
to keep the clean look of the TV. Plus, you have the remote control anyway.
Features
Android TV
Nowadays, buying a TV set is never just about buying a
screen that can be plugged into the satellite and other media boxes. It is
about buying a display filled with contents and an Operating System (OS). You
would be pleased to find the TCL 55P8S coming with an Android TV 9.0 Pie, the
latest and greatest from Google in other words.
Android TV is one of many TV specific OS of many out there though. Still, TCL does not have their own OS at this time, so Android TV is the best option, since it is open source too anyway. Still, Android TV is a powerful OS on its own rights.
We are advocates of Android TV because we use the OS on our
own. The reason? The vast number of apps and contents available for an Android
TV is close to impossible to beat at this time. The only thing missing is Apple
TV App for now. That said, the OS is not perfect.
On certain older TVs, Android TV can be a little sluggish,
especially the 8.0. That is no thanks to the Processor and GPU fitted into the
TVs themselves of course. The new 9.0 though, Android TV is smooth and
responsive; plenty more so than before. Android TV actually feels optimised for
modern TVs. It is smooth and quite snappy mostly on the TCL 55P8s.
Android TV 9.0 as well brings some visual changes to the
User Interface (UI). There is a new grid system that cleans up the ol’
cluttered look that Android TV 8.0 had. The icons are smaller and cleaner to
look at. It is somehow a little more intuitive to navigate through as well.
Access to your favourite apps like Netflix, Amazon Prime Video, and YouTube is
even easier to find now. Oh, of course, there is Google’s great Chromecast capability
with Android TV.
AI IN
Another common terminology when it comes to Smart TVs these
days are Artificial Intelligence (AI). Thing is, this could be an overused
terminology. That is a different topic for another day though, for now we will
stick with their terminology of AI.
The built-in AI is not, as expected from an Android TV, the trusty Google AI Assistant. Instead they fitted it with their very own AI interface they call the AI IN. While it may not be a Google AI Assistant, it is not half bad either.
Like any other AI built into a TV, it is activated mostly
via voice command. You press a mic button on your remote control and voila, you
have a smart home component in your hands. You can search for all kinds of
things as well, from weather reports, latest news, to opening your favourite TV
apps or even music apps. You can even play specific music or find specific
titles exclusive to the content app if you are that lazy or confident of your
search result.
The AI functions, on the surface at least, sort of ends
there. Of course, there is more to the AI implementation than just a mere voice
assistant. Smart upscaling for one is part of the curriculum of AI IN. Oh, yes
there is Smart HDR10+ on this thing too, thanks partly to Android TV but mostly
AI IN.
Smart HDR10+
With any 4K UHD TV, you really want HDR. HDR is short for High Dynamic Range, fi you have not known already. Basically, HDR gives you better detailing in dark images, better contrasts between colours, more vivid colours, and better realism.
HDR10+ is the gold standard in HDR standards. While the
standard HDR that was introduced some 5 years or so ago is great, HDR 10+ means
your contents look even better, your details and colour contrast are much
sharper and closer to real life than ever. You can see in the dark, quite literally.
The TCL 55P8S is already an OLED TV, which also means that
colour contrasts and colours are already great in the first place. Blacks are
super black, and greens are so bright that your garden suddenly looks boring
and plastic. Oh, yes that is thanks to HDR10+ too.
Unlike most budget TVs though, the TCL 55P8S actually works
really well with HDR10+. The picture you get out of the TCL 55P8S are very
crisp and colours are great. At a comfortable distance, or in a living room.
The images are smooth and sharp with very smooth colour gradients. That is also
a testament to the processor and the display quality itself. Enjoying Netflix
Formula 1 is really not hard with the TV. Even watching sports matches are
really enjoyable on the TCL 55P8S.
Noise Reduction
When upscaling videos from 1080p Full HD or 720p HD format,
you tend to see things you do not want to see in your media. You tend to see
blemishes and imperfections in the image or the make-up of the actor. Those are
things you may have to deal with though.
What you might not have to deal with is noise. Noise the
probably the most annoying thing about upscaling your contents. It does not
just happen on upscaling though, since upscaling produces minimal enough
graining and noise on your films. Your cable TV tends to be a little noisy too.
AI IN has a noise reduction function to reduce all these and make your contents looks crisp and properly made for 4K TVs instead of some downgraded TV show with no budget for a camera. We found that the noise reduction does not work on all sorts of contents though.
Most contents on Netflix looks really good with Noise
Reduction on. We found that animation style shows do not work well with Noise
reduction. Any sporting broadcast could use the clever noise reduction too, to
make you feel like you are part of the action.
Motion Smoothing
AI IN also features a clever Motion Smoothing overlay. This
is where your 30fps videos can look like 60fps videos. While it is cool, we do
find it a little off and looks odd from time to time.
When you watch sports matches from the regular broadcast, or
even YouTube and what not, motion smoothing makes the medium look really good.
It really feels like you are watching the matches and competition live from the
VIP box at times. When they do a close up of the athletes, you might as well be
there.
On the other hand, motion smoothing does not work with
everything. You do not want motion smoothing on animation type shows because
you start to see some very weird overlay on the animations themselves. You
would want to turn Motion Smoothing off for Netflix too, we notice a little bit
of flicker when you watch Netflix with Motion Smoothing on, which can be quite
jarring.
Picture Modes
Of course, like any other smart TV, or any other display you get these days, there are multiple picture modes for you to choose from for different channels and applications. For example, you can set your HDMI 3 channel connected to your gaming console to be in Game Mode. So now every time you switch to HDMI 3, your TV will always go into Game Mode with optimised settings.
While there are limited options in the picture modes, we
figured out some best use case for the more popular modes. If you are going to
switch on Netflix and watch animation style shows, we find that Game Mode looks
best. In any other case, cinema mode or sports mode will do fine; just remember
to turn off motion smoothing. Sports mode work well with YouTube contents
somehow. Then again, if you are just going to watch Netflix on your TV, just
leave it at its default settings. Our suggestion though is to take the time to
create your own settings and find what looks best to you.
Harman Kardon Dolby 5.1 Surround
Watching your shows is never complete without getting the
right sound to it. After all, watching a movie is not just about getting the visuals
in. It is about an experience of taking in the visuals and enjoying excellent
sound designs. That is why when you buy a TV, you most probably would be looking
to get a sound bar as well to complete the experience.
The thing is though, buying a sound bar is an additional cost to buying a TV. If you are on a tight budget, or if you do not have the extra space for a sound bar, you might not want to spend beyond the MYR 2,899 that you caked out for the TV already. In that case, you really want to find a TV that has decent speakers to begin with.
Usually, in this case I would recommend anyone to go for the
Sony TVs for their superior sound quality. In those cases, you may just need to
find cheap subwoofer to fill up the dynamics. There are not many TVs in the
market that comes with decent speakers in the market these days. Well, since
people are going to get sound bars to accompany their TVs anyway.
The TCL 55P8S though, has a Harman Kardon 5.1 Virtual Surround
Sound speakers. That also means you may not need to get a separate sound bar or
speaker set, in theory anyway. The result of the Harman Kardon speakers is an
excellent audio experience with great high and mid frequency. Unfortunately,
the lower frequencies suffer because the speakers just do not have the capacity
to pump the lower frequencies properly. For that, you need a subwoofer. Then
again, low frequencies (the bass, the boom) have always been a problem for TVs
with no external speakers or separate sound bar.
Still, the TCL 55P8S works without the sound bar. The crisp
and clear mid and high frequencies really make up for the lack of a dedicated
sound bar. The only thing you need to get after this is the subwoofer. You do
not need to spend thousands on a subwoofer though.
TCL 55P8S – Value Fun for The Whole Family
The TCL 55P8S, on TCL’s own Lazada store will set you back
MYR 2,829 currently. For the same money, the only thing we think comparable to the
TCL 55P8S is a Sony TV. The thing is you do not get the voice command enabled
AI IN. You will not get the Harman Kardon sound speakers too. You do not Get
HDR10+ too for that kind of money.
Of course, if you look at the other Chinese brands you may be able to find offerings that are quite similar too. For most of the Chinese brands, you may not get the same sort of built quality and assurance that TCL can give you. The brand has been one of the best-selling brands in the United States, if not the top selling, for a reason. That reason is great value paired to great reliability and performance. In all fairness, we do like the 55P8S very much for its price. If you ask us, this is one TV that we would buy, if we are looking for a TV for our homes. Why? HDR10+, AMOLED, AI IN, Android TV, Harman Kardon; nuff’ said. You can get yours from Lazada Malaysia or an Sen Heng outlets across Malaysia.