In the current business landscape, companies are increasingly focused on innovative strategies to enhance customer experience while improving operational efficiency. In the telecommunications industry, the integration of automation and artificial intelligence (AI) technologies has become a catalyst for personalized customer interactions, especially when it comes to providing real-time engagement, addressing billing inquiries, offering payment reminders, and creating personalized payment plans.
For leading telecommunications providers PLDT and Smart, using AI-powered conversational bots are seen as a very cost-efficient method to deliver personalized payment deadline reminders to their 4.5 million postpaid customers. This is why they collaborated with ePLDT, the ICT subsidiary of PLDT, to launch an advanced AI-driven initiative in November 2022 that revolutionized their collections process and offer a more convenient and efficient experience for their customers — in the form of the Intelligent Virtual Collections Assistant (VCA) program.
The VCA operates without supervision and can handle a wide range of customer interactions, from answering general questions about PLDT’s services to guiding customers through the payment process. The chatbots under VCA can also understand natural language and provide personalized responses, making it easier for customers to get the information they need quickly and efficiently.
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