Filipino telco Globe Telecom is actively exploring the possibilities of artificial intelligence (AI) to transform its customer service operations. The company, in its release, said it is looking to enhance customer experience by leveraging AI technology to automate routine tasks, ultimately driving cost efficiency and operational effectiveness.
Also Read: Globe Becomes First Philippine Telco to Successfully Deploy Voice over New Radio
Focused Approach on Operations and Key Areas
AI, known for its ability to perform tasks that typically require human intelligence, is expected to significantly transform customer service at Globe. While AI may not fully replicate human capabilities, it has demonstrated remarkable performance in specific areas, according to Globe.
Globe said its main focus is on operations, where AI has shown promising use cases. The company has identified operations, including outbound calling, customer care, and collection, as key areas where AI can deliver tangible benefits.
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AI-Powered Conversations in Tagalog for Exceptional Service
Globe shared enthusiasm for the most promising application of AI in customer interactions conducted entirely in Tagalog, the local language. The company emphasized the quality and effectiveness of AI-powered conversations that are human-like. These conversations can help improve automation efforts while providing excellent customer service, according to the company.
Technology for Employee Care and Engagement
Internally, Globe has been leveraging technology to improve employee care initiatives. The company said it introduced the Digital Usher for Disasters and Emergencies (DUDE), a digital health monitor, to ensure more efficient program delivery during the global health pandemic.
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Additionally, Globe implemented chatbots like Wanda so employees can send e-cards to each other and EVA or Employee Virtual Assistant to facilitate employee recognition and provide HR-related support.
Globe intends to improve customer service and employee engagement by utilizing AI and advanced technologies through a multi-faceted approach. The integration of AI-powered solutions is expected to optimize operational efficiency, streamline processes, and elevate the overall experience for both customers and employees.
Globe expressed that AI adoption will be instrumental in achieving the company's goals of reducing costs and improving efficiency.
