The integration of conversational AI into business operations is transforming customer service and boosting productivity across sectors. Hong Kong Customs recently debuted its “Virtual Customs Ambassador”, XiaoHui, a collaborative innovation with former Cyberport incubatee Asiabots, now operational at four major control points into Hong Kong as well as the Hong Kong Customs’ homepage.
The AI-powered virtual ambassador is equipped with Natural Language Generation (NLG) and machine learning capabilities, enabling it to address various general customs inquiries. Citizens and travellers can receive immediate assistance on topics such as customs procedures, guidance for lost luggage, information about control station services, facilities, and the latest customs regulations. XiaoHui is also proficient in directing users to live customs officers for additional support. Notably, XiaoHui is designed for accessibility, understanding and responding to verbal queries in Cantonese, Putonghua, or English, as well as mixed-language input.
There are ongoing plans to expand XiaoHui’s presence to additional control points by the end of 2024. Moreover, efforts are underway to integrate this virtual ambassador into the Customs’ digital communication platforms such as WeChat, WhatsApp, and Facebook Messenger, enhancing its ability to serve citizens and travellers more effectively.
Xiaohui marks the latest offering of Asiabots, an award-winning Cyberport Incubation Programme alumnus that has been developing sophisticated AI voicebots, chatbots, virtual ambassadors, and “Digital AI Humans” since 2017. The start-up’s solutions have been adopted by the healthcare, financial, hospitality, and public sectors, serving more than 100 enterprise and organisation customers across the globe.
The four control points are: the Hong Kong International Airport, the Heung Yuen Wai Control Point, the Hong Kong-Zhuhai-Macao Bridge Hong Kong Port, and the West Kowloon Station of the Guangzhou-Shenzhen-Hong Kong Express Rail Link.