Globe Telecom Inc., which is managed by Ayala, is investigating the use of artificial intelligence (AI) in a variety of its everyday customer support jobs.
Facade shot of Globe Telecom’s office building in Mandaluyong
In order to reduce costs and boost efficiency, Globe President and CEO Ernest Cu said in a press statement that AI could soon be implemented into the company’s customer support process.
“I think this (AI) is going to be a huge contributor to our exercise given that we are driving automation toward cost and operational efficiency,” stated Cu. “Depending on the use cases, AI may be best used to enhance the customer experience.”
The digital solutions platform believes that AI has a place in outbound calls, data collection, and customer service.
According to Cu, one of the most exciting uses of AI is the provision of consumer interactions that are exclusively in Filipino.
He stated that in this domain, AI was able to carry out the tasks given to it in a manner that was comparable to that of a person.
“Given that we’re moving towards automation, cost-cutting, and efficiency, I was truly amazed and impressed at how human the conversation was and how effective it could still be,” Cu further said.
Not the first time to use AI
The Globe CEO further claimed that this is not the first time that the telco has used AI in its operations, citing other instances in which it has automated some of its tasks in the past.
During the peak of the COVID-19 epidemic, Globe introduced the Digital Usher for Disasters and Emergencies, which served as the company’s health monitor and was primarily used for the delivery of programs across the whole organization.
The company also created Wanda, a recognition chatbot that enables employees to share digital gift cards with one another.
Employee Virtual Assistant, a chatbot created by Globe, can respond to frequently asked queries about human resources.
According to Cu, the organization’s usage of chatbots has since enabled Globe to collaborate and engage with its staff in a variety of ways.
He claimed that chatbots have improved workers’ daily experiences, particularly during the pandemic’s peak.
The use of generative AI — a type of software that can produce images, texts, and videos based on accessible data — has since increased throughout the world.
Elon Musk, CEO of Tesla, and Steve Wozniak, co-founder of Apple, said in an open letter that new AI development should first be put on hold for at least six months so that governments could catch up with the trend and create the necessary rules.
