Sinitic

Sinitic is a multilingual AI Customer Experience (AICX) platform launched in 2017. It uses a self-developed natural language processing engine to support non-English and Chinese-English mixed contexts. The system automates customer service, ticketing, sales, payments, and KYC processes within a single dialogue system.

The platform is designed for enterprises that want to unify their customer interactions. It helps businesses manage customer inquiries, work orders, sales, payments, and Know Your Customer (KYC) workflows through one integrated conversation system.

To get started, businesses can use the BotBuilder tool to design dialogue flows, manage multilingual intents, and set up knowledge sources. The API and SDK allow integration with existing websites, apps, CRMs, and databases to embed the dialogue capabilities directly into their operations.

Sinitic's multilingual NLP engine natively supports non-English and Chinese-English mixed contexts, making it suitable for scenarios involving Traditional Chinese, English, and Southeast Asian languages. This capability is essential for accurate intent understanding and entity extraction across diverse customer bases.

The platform integrates with various channels including live chat, email, LINE, and social media messages. It also supports voice, forms, and email interactions, allowing businesses to centralize their communication channels into a single workflow logic.

Sinitic provides a suite of tools including BotBuilder for dialogue design, ChatCentre for live operation and queue management, and Cases & Reports for customer profile and analytics. These components work together to create a comprehensive customer experience management system.

The system handles specific intents such as payment queries, returns, account management, flight information, and membership services. It also processes entities like order numbers, ticket codes, dates, and customer identity information to automate responses and actions.

The platform includes a model loop that collects fallback data and human corrections to improve the bot and training models. This continuous improvement process ensures that the system becomes more accurate and efficient over time based on real-world interactions.

Sinitic can automatically handle tasks like reading order and membership status, creating work orders, updating files, and initiating processes after obtaining authorization. This automation applies to industries such as finance, retail, telecommunications, aviation, and airport services.

The system tracks operational results such as handle rate, conversation volume, agent workload, and model loop efficiency. These metrics help management assess performance, plan resources, and identify areas for improvement in the customer service workflow.

The platform supports multiple languages including Traditional Chinese, English, and Southeast Asian languages. It is particularly effective in handling mixed-language contexts where customers switch between Chinese and English during their conversations.

Sinitic has been operating since 2017, providing a global AICX platform. The company focuses on automating multilingual customer experiences through advanced natural language processing and human-agent collaboration systems.

The platform allows businesses to integrate with their existing databases and business processes via API and SDK. This enables seamless connection with websites, apps, CRM systems, and payment services without disrupting current operations.

The system includes a queue management feature that can prioritize conversations based on language, topic, customer level, or urgency. This ensures that critical issues are addressed promptly while maintaining efficient workflow distribution.

The official website of Sinitic is sinitic.ai.