M1 Limited
A subsidiary of Keppel Ltd., M1 is Singapore’s first digital network operator, providing a suite of communications services, including mobile, fixed line and fiber offering, to over 2 million customers.
The small and lean Data Governance team is often faced with challenges of repetitive and ad hoc enquiries from staff regarding data governance policies and processes. The handling of these repetitive and ad hoc enquiries has been manual and time-consuming, and the responses sometimes may vary due to the different interpretation by team members, resulting in confusion.
The project looks for a solution that can provide fast, consistent and autonomous responses to such staff enquiries while promoting awareness of Data Governance policies and processes.
The implementation of the Data Governance GenAI Chatbot, named Mika, marks a transformative step towards streamlining and enhancing the data governance processes within M1. This innovative project addresses critical challenges faced in the realm of data governance, promising to bring a significant positive impact on various fronts.
With Mika's introduction, M1 employees will have a reliable, fast, and consistent source of information available around the clock. The chatbot's knowledge base, built on a robust foundation of Data Governance policies, AI principles, and frameworks, ensures that responses are accurate and adhere to company guidelines. This development:
- Significantly reduces the time employees spend waiting for responses.
- Provides uniform answers, eliminating the discrepancies of manual responses.
- Frees up personnel to concentrate on strategic, value-added tasks rather than routine queries.
The project's success is rooted in the meticulous approach adopted by the development team. Employing Design Thinking methodologies, they utilised Microsoft Copilot Studio and Teams to construct and disseminate Mika efficiently. They imported pertinent policy documents and translated process diagrams into textual formats, creating a comprehensive knowledge repository.
Mika underwent stringent testing phases to ensure:
- Functionality and accuracy in responses.
- A seamless and intuitive interaction flow.
- An optimal overall user experience.
- Compliance with ethical standards through an Ethical Data Impact Assessment (EDIA).
The anticipated launch of Mika in Q3 2025 for both desktop and mobile platforms signifies a forward-looking approach to data governance. The availability of 24/7 assistance not only enhances the user experience but also ensures continuous access to vital information, thus fostering a culture of informed decision-making and adherence to data policies.
This is expected to increase about 80% efficiency by freeing up the team from handling repetitive and ad hoc enquiries and will enable the team to focus more on the value-adding activities such as innovation enablement and risk management.
The deployment of the Data Governance GenAI Chatbot, Mika, is poised to revolutionise the way M1 handles data governance. By addressing persistent challenges and promoting efficiency and consistency, Mika stands as a testament to the power of AI-driven solutions in transforming organisational processes. The project's success lays a solid foundation for future innovations, ensuring M1 remains at the forefront of data governance excellence.
Mr Chiam Chee Kong, Head of Data
