Globe Telecom Inc. announced it is unlocking the potential of artificial intelligence (AI) to slash costs and boost customer experience by automating routine tasks.

“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,” stated Globe Group President and CEO Ernest Cu in a statement Tuesday, July 4..

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.

Given the scenario, Globe is exploring the potential of using AI to enhance customer service.

Currently, the company’s main focus is on operations, where AI has shown promising use cases. This is especially evident in outbound calling, customer care, and collection.

One of the most promising applications of AI he has observed from the Globe team is the successful completion of customer interactions entirely in Tagalog, Cu revealed.

The human-like quality of the conversations was remarkable, he observed.

“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,” the Globe President explained.

Internally, Globe has already been harnessing AI to enhance employee care initiatives.

For more efficient program delivery during the global health pandemic, it introduced the Digital Usher for Disasters and Emergencies or DUDE, which served as an official health monitor.

The telco also has a recognition chatbot named Wanda so employees can send e-cards to each other.

Its AI-powered chatbot EVA, or Employee Virtual Assistant, can answer employees’ HR-related questions

The use of chatbots and other technologies helped the company adopt a multi-faceted approach to active employee engagement, thereby boosting the daily experience of employees.