Globe explores AI for customer serviceNews

Globe explores AI use cases for internal and external operations

Telecommunications company Globe is exploring the potential of utilizing artificial intelligence (AI) to enhance customer service by automating routine tasks. So far, the company is leveraging AI in operations, particularly in making outbound calls, customer care, and collection.

“Given the fact that we’re driving automation toward cost and operational efficiency, I think this is going to be a big contributor to our exercise,” said Ernest Cu, president and CEO of the Globe Group. 

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 tasks people can do, it can still rival human performance in some aspects. According to Globe, one of the most promising applications of AI is the successful completion of customer interactions entirely in the Tagalog language. 

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Internally, Globe has been harnessing technology to enhance its employee care initiatives.  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. It also has a recognition chatbot named Wanda so employees can send e-cards to each other. Additionally, the AI-powered chatbot EVA, or Employee Virtual Assistant, 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.