Globe Telecom Inc. said Wednesday it is looking at artificial intelligence to significantly improve customer experience by automating routine tasks and bring down costs.
“Given the fact that we’re driving automation towards cost and operational efficiency, I think this is going to be a big contributor to our exercise,” said Globe Group president and chief executive Ernest Cu.
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.
Globe said it is exploring the potential of utilizing AI to enhance customer service.
The company said its main focus is on operations, where AI has shown promising use cases. This is especially evident in outbound calling, customer care,and collection. “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,” Cu said.