ePLDT Inc., the information and communications technology unit of PLDT Inc., has forged a strategic partnership with Singapore-based WIZ.AI to help business enterprises in the Philippines enhance customer service capabilities through artificial intelligence (AI) technologies.
The collaboration intends to bring customer service in the Philippines to another level, with enterprises across different industries benefiting from improved client engagement while optimizing cost-efficiency and fostering profit growth, ePLDT said.
To ensure service uptime in the Philippines, WIZ.AI will be hosting its AI solutions in ePLDT’s VITRO Data Center.
“It is our goal to help enterprises accelerate digital transformation. Our partnership with WIZ.AI will help make Conversational AI accessible to enterprises in the Philippines, essentially enhancing operational efficiency and improving customer experience to their end users,” said Victor Genuino, ePLDT president and chief executive officer.
To kick off the partnership, ePLDT deployed the WIZ.AI TalkBot solution to PLDT and Smart Communications Inc. to do payment reminder calls to their PLDT Home and Smart Postpaid customers.
After six months, the companies have reported an 82 percent increase in average productive calls per day and substantial savings in their operational expenditures.
WIZ.AI Talkbot provides humanized and hyper-localized conversational AI solution, which understands and intelligently responds to 11 languages and accents including Tagalog/Taglish and English. It provides round-the-clock automated customer service.
Its ability to automate basic routine tasks effectively reduces the call load of human agents and enables employees to concentrate on more complex tasks where they can add the most value.
Genuino is optimistic the addition of WIZ.AI’s services to ePLDT’s offerings can potentially accelerate the digital evolution of its clients.
He also looks forward to the AI technology being able to learn extensive language models, including Cebuano, Ilocano and other Philippine dialects, to better cater to a broader customer base in the Philippines. – Myla Iglesias
