Why would a game company give birth to another AI company from within?
At the “Meet Taipei Innovation and Entrepreneurship Carnival,” Chen Guanyu, the head of strategy and AI innovation lab at Vyin AI, the AI brand under Orange Group, shared the story behind the company.
All the games under its agency are using it, making Vyin AI the brain of Orange Group’s AI.
“When we use AI in ‘MapleStory,’ people will think that if even such an important product is using AI, its credibility will increase,” said Chen Guanyu. This is also the core of Vyin AI’s establishment: using it effectively internally before providing it to other enterprises. To put it more grandly, Vyin AI’s goal is not just to promote the technology, but to truly solve business problems using AI.
Although Vyin AI only made its official debut this year, Chen Guanyu stated that Orange Group established an AI innovation lab four and a half years ago. After seeing the effectiveness of AI in various businesses, the company discovered that there were relevant demands both internally and externally. Therefore, they further launched their own AI platform.
For example, earlier this year, Orange Group introduced generative AI customer support into its flagship game, “MapleStory.” With years of experience in agency games, Orange Group knew that the summer vacation was the peak season for customer support. To maintain a good player experience, they might need to increase the number of customer support staff. However, after introducing generative AI customer support, they were able to solve 83% of customer support issues, making the workload during the peak season almost the same as the off-peak season. From a business management perspective, this meant saving on labor costs.
After seeing the results, Orange Group further introduced generative AI customer support into another game, “Polaris War Chronicles.” Now, the number of problems that AI customer support can autonomously solve has reached 97%.
Generative AI customer support is the most intuitively effective field. Chen Guanyu stated that Orange Group has explored five major areas, including text, images, videos, sound, and behavior. This is why Vyin AI can provide dozens of AI solutions.
Orange Group’s product, hidol, is a creator tool that brings creators and fans closer.
Image / hidol
Another example is hidol, a creator support product under Orange Group, which allows creators to chat and interact with fans, bringing them closer. It has also incorporated generative AI. Fans just need to ask a question directly, and the AI will automatically understand the question and generate a voice response from the creator.
The two bottlenecks for enterprise AI: AI illusion and difficulty in unifying data formats
Vyin AI clearly targets enterprise customers. Because the product has been tested within Orange Group, Chen Guanyu knows the two biggest pain points for enterprise AI: the inability to solve the “AI illusion” problem, which leads to PR risks, and the difficulty and time-consuming nature of organizing industry knowledge, making it difficult to get started.
To address the AI illusion problem, Vyin AI divides the AI brain into five central components: control, language, knowledge, context, and action. This makes the AI brain more like a human brain, improving its understanding and decision-making abilities, and enabling it to handle various complex tasks more flexibly.
For example, the aforementioned product hidol has risk management capabilities. 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 avoid inappropriate answers that could cause PR crises 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. This allows 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 support, which helps reduce a significant amount of labor, 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 increasing revenue. For example, Vyin AI is currently collaborating with a retail department store to develop a chatbot that allows users to upload images of the types of clothing they are looking for. The AI can then provide customized recommendations, increasing customer conversion rates.
The customers include retail department stores, and discussions are also underway with real estate, remote care, and even hotel and catering industries, all of which are potential examples. Vyin AI hopes to truly achieve cost savings and revenue increase after solving the worries of enterprises.
For more 2024 Meet Taipei reports, please see:
Jason Chien: The biggest battlefield for AI is in e-commerce, and “visual search” is the next hot application.
When will Taiwan’s AI application unicorn be born? Having worked with Musk for four years, he shares the secret to going from zero to one.
Seizing AI opportunities and shining internationally, TAIWAN + 1! The grand opening of the 2024 Meet Taipei Innovation and Entrepreneurship Carnival.