PLDT Inc.’s wireless arm Smart Communications Inc.is eyeing to deploy artificial intelligence (AI) to intensify its focus on customer satisfaction.
Speaking at the inaugural Digital Nation Summit Manila organized by the GSMA on Wednesday, the organization representing mobile operators globally, Anastacio Martirez, Smart chief operating officer, said Smart is building on its legacy of revolutionizing mobile communications in the Philippines and moving forward to leverage its integrated fixed and wireless networks in order to deliver best-in-class customer service.
“We have to go beyond technology to focus on the customer, innovating to ensure that Filipinos get the world-class service they deserve, and maximizing technology as a means to create meaningful and amazing experiences,” Martirez said.
Martirez also cited the impact of AI in transforming not just the telco landscape, but other industries as well, such as business process outsourcing, education, and customer service.
“Employing AI for repetitive tasks, for example, will enable more workers to focus on critical thinking and problem solving,” he said, adding that for organizations that are early adopters, AI has delivered significant returns.
“Telcos will play a key role in enabling AI in the Philippines, providing the necessary connectivity infrastructure for upskilling and education. In our own company, we likewise continue to harness AI to drive productivity, supercharge customer service, and unlock new opportunities,” he added.
