Why would a game company give birth to another AI company internally?
At the “Meet Taipei Innovation and Entrepreneurship Carnival,” Chen Guanyu, the Chief Strategy Officer and Head of AI Innovation Lab of Vyin AI, the AI brand under the Orange Group, shared the story behind the company.
All the games under the group are using it, Vyin AI becomes the brain of the Orange Group’s AI.
“When we use AI in MapleStory, people will think that if even such an important product is using AI, the credibility will increase,” said Chen Guanyu. This is also the core of Vyin AI’s establishment: proving its effectiveness by using it internally and then providing it to other companies. To put it in a higher level, Vyin AI is not just promoting technology, but hoping that AI can truly solve business problems.
Although Vyin AI was officially launched this year, Chen Guanyu revealed that the Orange Group established the AI Innovation Lab four and a half years ago. After the company saw the results of practical application in various businesses, it discovered that there was demand both internally and externally. Therefore, the company further launched its own AI platform.
For example, earlier this year, the Orange Group introduced generative AI customer service into its flagship game, MapleStory. As a game distributor for many years, the Orange Group knew that every summer (summer vacation) is the peak season for customer service. If they want to maintain a good player experience, they may need to increase the number of customer service staff. However, after introducing generative AI customer service, 83% of customer service issues were resolved, making the workload during the peak season almost the same as the off-peak season. From a business operation perspective, it means saving labor costs.
After seeing the results, the Orange Group further introduced generative AI customer service into another game, The Legend of Porrasia, and now the number of problems that AI customer service can solve independently has reached 97%.
Generative AI customer service is the most intuitive domain to achieve results. Chen Guanyu stated that the Orange Group has explored five major fields, including text, images, videos, sound, and behavior. Therefore, Vyin AI can launch dozens of AI solutions.
Hidol, a product under the Orange Group, is a creator tool that brings content creators closer to their fans.
Image / Hidol
Another example is Hidol, a creator support product under the Orange Group, which allows creators to chat and interact with fans to create a closer distance. It also incorporates generative AI, so fans can ask questions directly and the AI will automatically understand the question and generate a response in the voice of the creator.
The two major bottlenecks for enterprises using AI: AI illusion and difficulty in unifying data formats
Vyin AI clearly targets enterprise customers, and because the product has been tested within the Orange Group, Chen Guanyu knows the two biggest pain points for enterprise applications of AI: the inability to solve the “AI illusion” problem leading to public relations risks, and the difficulty and time-consuming nature of organizing industry knowledge.
To address the AI illusion problem, Vyin AI divides the AI brain into five central hubs: control, language, knowledge, context, and action, making the AI brain more similar to a human brain, enhancing AI’s understanding and decision-making abilities, and enabling it to handle various complex tasks more flexibly.
For example, the aforementioned product Hidol has risk context control functions. When the AI incarnation of an idol is asked sensitive emotional questions (such as “Do you have a boyfriend/girlfriend?”), it can set defensive boundaries to prevent the AI from giving inappropriate answers and causing a public relations crisis for the idol.
On the other hand, Vyin AI has independently developed a data processing framework that can structure different formats of documents within the enterprise, such as images, videos, databases, PDF files, etc., allowing the AI to quickly and accurately find answers when responding to questions.
After overcoming these bottlenecks, what enterprises most want to see is “cost reduction” and “revenue increase.”
Chen Guanyu stated that using AI can help enterprises reduce costs and increase revenue. In addition to the previous example of AI customer service helping companies reduce a significant amount of manpower, Vyin Sales also uses generative AI to achieve real-time “two-way communication” and “hyper-personalized recommendations,” meeting the needs of customers across generations and achieving the effect of increasing revenue. For example, Vyin AI is currently collaborating with retail department stores to develop a chatbot that allows users to upload images of the type of clothing they are looking for and receive customized recommendations, thereby increasing customer conversion rates.
The customers include retail department stores, and discussions are also underway with real estate, remote care, as well as hotel and restaurant industries, all of which are potential examples. Vyin AI hopes that after solving the concerns of enterprises, it can truly achieve cost savings and revenue increase.
For more 2024 Meet Taipei coverage, please see:
– Jian Lifeng: The biggest battlefield for AI is e-commerce, and “visual search” is the next hot application trend.
– How many years will it take for Taiwan to produce an AI application unicorn? Having worked with Musk for four years, he shares the secrets of “going from zero to one.”
– Seize the AI opportunity and shine internationally, TAIWAN+1! The grand opening of the 2024 Meet Taipei Innovation and Entrepreneurship Carnival.