PLUS introduces 'Putri', the first highway customer chatbot

By BERNAMA | 22 May 2020

KUALA LUMPUR: PLUS Malaysia Berhad (PLUS) has introduced the highway industry’s first-ever chatbot known as "Putri" (PLUS Texting Realtime Interface), to provide a dynamic interface to thousands of enquiries on highway information.

In a statement today, PLUS said Putri was designed to interact with highway customers and over time, the interactive conversations through its artificial intelligence and machine learning model, will allow Putri to handle over 70% of the 1,500 calls which PLUS Traffic Monitoring Centre (TMC) receives daily.

“Putri will be able to attend to multiple and simultaneous queries on PLUS highway service, toll fares, real-time traffic information, inquiries on PLUSMiles products, facilities, promotions as well as events,” PLUS chief technology and innovation officer Shamsul Izhan Abdul Majid was quoted as saying in the statement.

Putri's support will enhance PLUS traffic monitoring activities by allowing its personnel to focus more on emergency calls and help customers in distress during traffic incidents in a timely manner.

PLUS highway customers can interact with the beta version of Putri on the PLUS website ( and PLUSMiles portal ( as well as Plus Application. Putri is now in the public pilot phase that was launched on April 27.

The bilingual chatbot, which will soon be available via social media platform and WhatsApp application, is expected to be completed in the third quarter of this year.