PLDT Home deploys AI customer support
PLDT Home is rolling out an artificial intelligence (AI)-powered customer support system across its Sales and Service Centers nationwide to speed up in-store assistance and improve the efficiency of frontline…
Gartner says 60% of brands will use agentic AI streamline customer service
By 2028, 60% of brands will use agentic AI, or artificial intelligence, to handle direct, one-to-one interactions with customers, according to Gartner Inc, a business and technology insights company. Gartner…
Gartner: GenAI in mobile devices challenges traditional customer service
As GenAI becomes more common in mobile devices, customers may rely on these AI-driven tools instead of official customer service channels. Research firm Gartner predicts that by 2028, 70% of…
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…
Epson launches one-stop customer portal
Epson Southeast Asia has officially launched the MyEpson portal, a one-stop customer portal that provides a single touchpoint for services including warranty registrations, redemptions, and promotions. MyEpson is a unified…
Consumers still prefer human support over chatbots — Infobip
While more and more organizations are using automation to simplify business processes, a study by Infobip saw that a significant number of customers still prefer to talk to human beings…
Oracle Digital Assistant to boost PLDT’s customer service process
Philippine telecommunications firm PLDT Inc. (PLDT) will now be using Oracle Digital Assistant (ODA) to boost its customer service experience. The software giant is tasked to provide real-time and contextual…
Infobip survey shows digital transformation to continue post-pandemic
While the pandemic either jumpstarted or accelerated digital transformation, the latest Infobip report shows companies believe the process will continue even as the pandemic rages on. Infobip, a global cloud…
Experts see pandemic accelerating adoption of AI solutions in customer service
Experts see the pandemic accelerating the adoption of artificial intelligence solutions in customer service as consumer behaviors change in response to the global crisis. “I think everyone will be pushed…
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