Globe Telecom announced plans to follow the trend and tap into AI technology to automate routine tasks to significantly improve customer experience, cut costs and improve efficiency.
Globe Group president and CEO Ernest Cu said in an interview with Bloomberg Television, AI is going to be a “big contributor” to efforts in streamlining the operator.
The company will be looking to upgrade its operations with AI where there had been “promising use cases” in outbound calling, customer care and collection.
Cu added he was impressed with an application that was able to complete customer interactions entirely in Tagalog, a widely spoken dialect in the Philippines.
“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 said.