As artificial intelligence (AI) takes on more routine tasks in customer service and business operations, PLDT and Smart Communications are emphasizing the need to retain human judgment, empathy, and personal interaction.
Filipino consumers are becoming more receptive to artificial intelligence (AI) in customer service, with 64% reporting a more positive attitude toward the technology than two years ago, according to a Genesys report.
Amazon Operation Services Philippines announced on Monday, Feb. 26, that it will hire over 500 customer service professionals in Davao City for permanent and full-time jobs which will be fully work-from-home and night-shift positions.
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.
Fiber broadband provider Converge ICT Solutions said it has also increased its overall hotline capacity to match the additional staffing to address customer inquiries and follow-ups.
