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Manila Bulletin devider Business devider Customer Support Philippines: The Impact of AI and ML on CX

Customer Support Philippines: The Impact of AI and ML on CX

Published Feb 25, 2023 01:34 pm

Advanced technology, including Artificial Intelligence (AI) and Machine Learning (ML), is rapidly transforming the way call centers in the Philippines provide customer support. These technologies are enabling the country’s contact centers to automate repetitive tasks, analyze customer data, and provide personalized assistance to customers.

Chatbots are one of the leading ways in which AI and ML are transforming customer support. A chatbot is a computer program that can simulate human conversation, and they are increasingly stepping in to handle routine inquiries and complaints. This frees up the human support representatives to handle more complex issues while also providing many customers a more immediate response and resolution.

According to Ralf Ellspermann, CEO of PITON-Global and leading expert on customer support outsourcing to the Philippines, “Delta Airlines has implemented a chatbot that can answer a wide range of customer queries, such as flight status, booking confirmation, and flight schedule. This is just one example of AI changing the support landscape.”

Companies in the online travel industry are also using this technology for a variety of processes such as customizing the customer’s travel plans, automating repetitive tasks, and analyzing customer data. Citing examples, Ellspermann says, “Online travel giant Expedia is using AI and ML to personalize the customer journey by providing individual hotel and flight recommendations as well as targeted deals and discounts. Booking.com has implemented a chatbot that can understand and respond to customer queries in natural language, which helps the company provide immediate assistance to customers and reduce customer wait times.”

Apart from the aviation, healthcare, and travel industries, AI and ML are making inroads in finance, insurance, and eCommerce. According to Ellspermann, “These sophisticated technologies are revolutionizing the way companies interact with customers. They are empowering them to provide faster, more personalized service, which ultimately leads to improved customer satisfaction.” AI and ML are having a significant impact on the customer support industry in the Philippines. These technologies enable companies to improve the customer experience by automating repetitive tasks, analyzing customer data, and providing prompt and relevant assistance. The bottom line is that these technological investments measurably reduce customer wait times and improve the overall customer experience. Analysts agree: As the technology continues to evolve, AI and ML will certainly play an increasingly important role in the thriving customer support industry in the Philippines.

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BPO INDUSTRY PITON-Global
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