Globe Telecom is exploring the potential of artificial intelligence (AI) to significantly boost customer experience by automating routine tasks.
Globe Group President and CEO Ernest Cu recently told Bloomberg Television that the company is looking at AI to reduce costs and improve efficiency.
"Given the fact that we're driving automation towards cost and operational efficiency, I think this is going to be a big contributor to our exercise," he said.
AI is the ability of a computer or a computer-controlled robot to do tasks that require human intelligence and discernment. While AI may not be capable of executing the broad spectrum of different duties people can do, it can still rival human performance in some aspects.
Given the scenario, Globe is exploring the potential of utilizing AI to enhance customer service. Currently, the company's main focus is on operations, where AI has shown promising use cases. This is especially evident in outbound calling, customer care and collection.
Cu also shared that one of the most promising applications of AI he has observed from the Globe team is the successful completion of customer interactions entirely in Tagalog. "I was truly amazed and impressed at how human the conversation was and how effective it will be given the fact that we are driving towards automation, towards cost-cutting and efficiency," he continued.
Internally, Globe has already been harnessing AI to enhance its employee care. For more efficient program delivery during the global health pandemic, it introduced the Digital Usher for Disasters and Emergencies, or DUDE, which served as an official health monitor. Aside from that, through a recognition chatbot named Wanda, employees are being allowed to send e-cards to each other. Globe has also been using another AI-powered chatbot called EVA, or Employee Virtual Assistant, which can answer employees' HR-related questions.
"The use of chatbots and other technologies helped the company adopt a multi-faceted approach to active employee engagement, thereby boosting the daily experience of employees," Globe said in a statement.
