Phnom Penh, Cambodia, September 14, 2024 – Whale Cloud, a leading technology company providing software solutions and services for telecommunications and multiple industries, has successfully launched its HETU message platform for iOne, a key player in Cambodia’s consumer electronics and computer retail sector since 2006.

The introduction of Whale Cloud’s AI-powered HETU platform comes at a crucial time for iOne, which has grown significantly over the years, expanding into multiple products and channels. Besides being the largest Apple Authorized Reseller in Cambodia, iOne also offers a wide range of popular brands through physical stores, an e-commerce app, a website, and service centers. Managing communications across these various channels to engage a diverse customer base has been a complex challenge for the company, especially with different levels of staff engagement and language barriers. On top of that, the company faces the increasing demand for instant customer responses, whether through social media or call centers.

The HETU message platform provides iOne with several key features:

• iOneGPT: Built with HETU’s GPT builder and trained on iOne’s knowledge base, this AI tool uses a Retrieval Augmented Generation (RAG) architecture to deliver customer-friendly responses. It is designed to focus solely on iOne and its electronic products, avoiding topics like politics and social issues.

• Chatbot: Supported by HETU’s scenario designer, this feature automates customer interactions by guiding users through common FAQs. If the chatbot resolves the issue, there’s no need for a live agent. Customers can choose to engage through platforms like WhatsApp, Facebook Messenger, or Instagram chat.

• Live Agent: Powered by HETU’s team inbox, this all-in-one service interface allows agents to manage messages, images, videos, locations, and files. Customers are matched with agents based on their specific language and skills for a more personalized experience.

• A2P Service: This feature manages the entire customer messaging journey, from content design and auditing to delivery and effectiveness analysis, including AI-generated messages.

Mr. CK Ong, CTO of iOne Cambodia, said, “The successful launch of iOneGPT wouldn’t have been possible without the dedication and expertise of our partners at Whale Cloud. Their powerful HETU platform has given us the confidence to enhance our customer engagement across all channels. It’s an essential tool for any B2C business in Cambodia.”

Mr. Ding Jian, Director of Strategic Business Development at Whale Cloud, added, “This project marks our first HETU implementation in Cambodia and is a significant step in our efforts to expand in this market. We’re grateful for iOne’s trust and look forward to continuing our collaboration to help them strengthen their position in the e-commerce space.”