Connect with us

Hi, what are you looking for?

HEADLINES

PLDT boosts customer service excellence with Oracle Digital Assistant

The new service provides real-time, contextual responses to an average 12,000 users a day, freeing up staff to spend time on the more complex customer enquiries, thereby boosting satisfaction levels and enabling PLDT to become more cost-efficient.

PLDT Inc., the largest, fully integrated telecommunications company in the Philippines, has selected Oracle Digital Assistant (ODA) to improve the digital experience and customer service it provides to its 3.3 million broadband subscriber households. The new service provides real-time, contextual responses to an average 12,000 users a day, freeing up staff to spend time on the more complex customer enquiries, thereby boosting satisfaction levels and enabling PLDT to become more cost-efficient. 

With ongoing social distancing and businesses operating remotely, PLDT’s mission – to keep families and businesses connected – has never been more important. To continue delivering smooth and rapid access to its leading digital and entertainment services around-the-clock and provide a superior customer experience, the company wanted to transform its customer service delivery. This is also part of the company’s broader strategy to keep its leadership in the country amidst intensifying competition in the local market. To help achieve this goal PLDT turned to Oracle Digital Assistant, which provides a new level of AI-powered customer service.   

Customer-driven upgrade 

“Digitizing our customer service touchpoints is an essential part of our thrust in creating great customer experiences through leading edge technology that enables seamless transactions.  We will never stop evolving as our vision for the future is one where all Filipinos are digitally-empowered,” said PLDT Chief Revenue Officer and Smart Communications President and CEO Alfredo S. Panlilio. 

“The Oracle Digital Assistant has helped us provide customer service in real-time, reducing the time it takes for customers to get what they want and helping us be better able to handle large volumes of customer queries, and do so more cost efficiently,” said PLDT first vice president and commercial operations head Marco Borlongan.

Time is Crucial

Prior to the integration of ODA into the PLDT customer service process, PLDT’s Call Centre fielded all inbound calls and inquiries around a diverse range of areas. Now for many of the more standard and simple requests such as ordering, reconnecting, paying bills, checking for new products and services and logging repair requests, customers are now able to receive help more quickly, as the PLDT Home Digital Assistant automatically addresses the query. This has resulted in a significant drop in the average response time to as little as one to two minutes. 

Crunching the numbers

Already, 20 percent of the total customer interactions across all channels – social media hotline, SMS and email – are handled in real-time by the PLDT Home Digital Assistant. For those queries originating on social media, a large bulk of private messages on Facebook are handled by PLDT Home Digital Assistant alone, with the more complex issues filtering to staff.

Advertisement. Scroll to continue reading.

The Digital Assistant has also proven itself capable of scale. In its first few hours after going live, it responded to around 1,800 unique visitors, and since then, has been serving an average of 12,000 users per day.

PLDT plans to expand the use of the digital assistant to a broader range of customer service channels. The goal is to extend the coverage to include most of their customer touchpoints, allowing the company to also handle a broader range of queries and ensure that no customer query or feedback is being missed.

“5G introduces a number of innovative and disruptive networking paradigms, many of which had not been applied to mobile networks in the past. We are delighted to advance our relationship with PLDT even further as it transforms its business to offer greater digital offerings to customers and accelerate its ability to innovate,” said Mina Lim, Managing Director of Oracle Philippines. “Oracle Digital Assistant will enable PLDT to handle the associated increase in customer communication effectively and gain valuable customer insights to achieve a superior level of digital customer experience continuously and consistently.”

Advertisement
Advertisement

Like Us On Facebook

You May Also Like

HEADLINES

This launch and partnership come at a time where GCash has seen a surge in online transactions and is on track to hit PHP...

HEADLINES

The global digital wellbeing study shows that the Philippines climbed by 18 places since last year and surpassed Indonesia.

White Papers

77%  of organizations now have ultimate accountability for CX held at the board level, up from 34% in 2020.

ELECTRONICS

Offered in 55’’, 50’’, 43’’, and 32’’ four different sizes, Mi TV P1 Series makes smart home entertainment experience more accessible to everyone. The...

Printers

Anticipating the needs of students under distance learning, DepEd Catbalogan City Division and Silanga Elementary School chose to use Epson’s WorkForce Pro WF-C869R &...

HEADLINES

Under the MoU, Huawei is donating $200,000 to support AFI's programs focusing on disaster recovery and emergency response, education and training, and sustainable livelihood...

HEADLINES

With 774% year-over-year increase in enrollments from women learners, the Philippines ranks #1 out of 190 countries for highest increase. More women are also...

HEADLINES

Despite being called the social media capital of the world, multiple reports and studies indicate that the Philippines still lags behind its Asia-Pacific neighbors...

Advertisement