Filipino Artificial Intelligence (AI) startup Senti AI was recently acknowledged as a Google Cloud Breakthrough Partner out of over thirty (30) partners in the country.
In collaboration with Google Cloud, Senti AI aims to help contact centers manage call volumes as demand for support services in multiple sectors and industries continues to rise. Since contact center companies help keep the country’s economy afloat amid the ongoing pandemic, ensuring that the industry is up-to-date and ready for the worst is an obvious next step.
“We’ve seen companies struggle to keep up with the demand since last year. It has cost them a lot: agents are burnt out and they’re struggling to keep up with calls. If we have the capability to alleviate the problems and make things easier, then why not? Chatbots and voice bots are very much capable of handling repetitive tasks, so this means humans can focus on more meaningful and impactful work. We owe it to our contact center agents to make sure they don’t get left behind in our pursuit for progress,” according to Ralph Vincent J. Regalado, Chief Executive Officer and Founder of Senti AI.
From the Google Cloud perspective, if no partner can add value to the already existing technology, it will not be adopted by enterprise customers.
Senti AI is also the first homegrown company to be recognized as a conversational design and contact center AI (CCAI) integration expert in Google Cloud Platform (GCP). Globally, there are eight (08) conversational design experts in GCP and eleven (11) CCAI integration experts.
“Our first successful CCAI project in the Philippines is through Senti. They have a great solution, they have a chatbot service which actually provides dialect support, Taglish, etc — name it,” said Ferdie Saputil, Google Cloud Lead for the Philippines adding that a breakthrough partner means that they are “the leading-edge technology that Google is pushing in the market.”
Senti AI and Google Cloud’s CCAI project helped a leading Philippine bank manage its rising call volumes months into the general community quarantine last year. Its Google Cloud-powered voice AI solution, Voix, allowed the bank’s voice bot to handle low-level and repetitive queries, leaving more complicated customer concerns for human agents to address.
“It’s a fulfilling achievement as our hard work as an organization has been recognized. This also motivated us further to continuously hone our craft so we can serve our clients better in achieving their business goals,” added Regalado on his company being hailed as a Google Cloud breakthrough partner.
Senti AI’s CCAI expertise is already on top of its Machine Learning (ML) and ML Application Programming Interface expertise. The startup also received recognition as Google Cloud experts in providing services for the Financial Services and Global Public sectors for its work with the Department of Health (DOH) and the Manila City Government.
No Threat of Losing Jobs
Despite the rapid digital transformation organizations have gone through in the past year, Regalado said that AI is not here to cause job displacement for millions of contact center employees. The demand for workers in support services is expected to stay in high demand.
“It’s normal to be scared when a new wave of technology comes in, understanding it and educating ourselves about it is important so we can upskill ourselves to work together with AI or new upcoming tech in the future. Being a lifelong learner is a soft skill that we need to embrace,” according to Senti AI’s CEO and Founder.