Philippines' Globe Telecom CEO on how AI can be used in call centers

CNBC International TV
4 Sept 202303:28

TLDRIn the telecommunications industry, AI is being leveraged for cost-saving through automation, particularly in call centers to enhance customer interaction. Globe Telecom has successfully implemented AI in its micro loan collection calls in Tagalog, demonstrating empathy and effectiveness. However, there is a broader concern about AI's impact on the BPO industry in the Philippines, which employs over a million people. While AI can improve efficiency and handle routine tasks, it may also pose a threat if ignored, as it could change job structures and potentially replace certain roles. The industry should embrace AI as a tool for efficiency but also be mindful of its transformative effects on employment.

Takeaways

  • 🌐 Global Telecom is embracing technological innovations, including AI, to enhance its operations.
  • 🤖 AI is being utilized in call centers to automate customer interactions, improving efficiency and customer service.
  • 📈 The company is focusing on cost-saving efforts through AI-driven automation, particularly in revenue growth.
  • 🗣️ AI models are used for collection calls in Filipino (Tagalog), demonstrating empathy and effectiveness in debt collection.
  • 📊 AI's potential in the broader Philippine economy is acknowledged, with concerns about its impact on the BPO industry.
  • 👥 Over one million workers in the Philippines' BPO industry may face changes due to AI's transformative capabilities.
  • 🛠️ AI can be a tool for efficiency in the BPO industry, but it could also be a threat if ignored.
  • 🤖👩‍💼 AI can handle routine services in call centers, but humans will still be needed for exceptional cases.
  • 📚 The speaker's experience in the BPO industry suggests that AI should be integrated into agents' daily work to improve productivity.
  • 🚀 Businesses in the Philippines should take AI's rapid development seriously and adapt accordingly.

Q & A

  • What is the current role of AI in Globe Telecom's operations?

    -Globe Telecom is utilizing AI in various forms, particularly in their call centers, to interact with customers in a more automated fashion. They are also using AI for collection calls in their micro loans service, GCash, in Filipino and Tagalog.

  • How is AI being used in Globe Telecom's call centers?

    -AI is being used to automate customer interactions, making the process more efficient and cost-saving. It is also being applied to handle collection calls for micro loans, showing empathy and effectiveness in reminding customers to pay their due bills.

  • What is the potential impact of AI on the BPO industry in the Philippines?

    -AI could be a significant tool for improving efficiency in the BPO industry, but it also poses a potential threat if ignored. It can handle routine services, but human intervention will still be necessary for exceptional cases.

  • How does Globe Telecom view the integration of AI into their business?

    -Globe Telecom sees AI as a fantastic start and hopes to expand its use across various areas of the company. They are actively exploring ways to incorporate AI into their daily operations.

  • What is the speaker's perspective on AI's role in the broader Philippine economy?

    -The speaker, having been a part of the BPO industry, believes AI can be a great tool for efficiency and cost reduction. However, he also acknowledges that if not addressed properly, AI could be a threat to the industry.

  • How does AI affect the job market in the BPO sector?

    -AI may replace some routine tasks, potentially leading to job losses. However, it also creates a need for workers to handle more complex cases, requiring a shift in skills and responsibilities.

  • What is the speaker's advice for businesses in the Philippines regarding AI?

    -The speaker advises businesses not to ignore AI and to incorporate it into their daily operations to improve efficiency and activity. It is important to adapt to the changing landscape brought about by AI advancements.

  • How has Globe Telecom's revenue growth influenced their approach to AI?

    -The maturing growth rate in Globe Telecom's revenue has led them to focus on cost-saving efforts, which includes the adoption of AI and automation to improve operational efficiency.

  • What is the significance of using AI in the GCash micro loans service?

    -The use of AI in GCash micro loans service demonstrates the potential for AI to handle customer interactions with empathy and effectiveness, which can lead to better customer satisfaction and debt collection.

  • How does the speaker envision the future of AI in Globe Telecom?

    -The speaker is optimistic about the future of AI in Globe Telecom, expecting it to be integrated into more areas of the company and to bring about significant improvements in various operations.

Outlines

00:00

🤖 AI in Global Telecom and Call Centers

The first paragraph discusses the integration of artificial intelligence (AI) in Global Telecom's operations, particularly in call centers. The company has been experimenting with AI for several years, initially with analytics and algorithms, and more recently with large language models popularized by OpenAI. AI is being used to automate customer interactions, with a notable example being the use of AI in collection calls for micro loans in Tagalog, which has shown empathy and effectiveness. The speaker expresses hope for further AI integration across the company.

Mindmap

Keywords

💡Artificial Intelligence (AI)

Artificial Intelligence refers to the simulation of human intelligence in machines that are programmed to think, learn, and make decisions like humans. In the context of the video, AI is being explored by Global Telecom for various applications, such as enhancing customer interactions in call centers and improving operational efficiency. AI is seen as a transformative tool that could potentially change the way Global Telecom operates, making processes more automated and cost-effective.

💡Global Telecom

Global Telecom is likely a telecommunications company that is embracing technological innovations, including AI, to improve its services and operations. The video discusses how Global Telecom is using AI in its call centers and for micro-loan collections, suggesting a strategic approach to integrating AI into its business model to stay competitive and efficient.

💡Fintech

Fintech, short for financial technology, refers to the integration of technology into financial services to improve efficiency and effectiveness. In the video, fintech is mentioned as one of the technological innovations that Global Telecom is not a stranger to, indicating the company's openness to adopting new technologies that can enhance its financial services, such as GCash.

💡Automation

Automation is the process of using technology to perform tasks with minimal human intervention. The video highlights Global Telecom's efforts to save costs by automating processes, particularly in call centers, through the use of AI. This suggests a shift towards more efficient and scalable customer service operations.

💡Call Centers

Call centers are centralized offices used for receiving or transmitting a large volume of requests by telephone. In the context of the video, AI is being utilized in Global Telecom's call centers to interact with customers in a more automated fashion, improving customer service efficiency and reducing the need for manual labor in routine tasks.

💡Micro Loans

Micro loans are small loans given to individuals, often with little or no collateral, to support small businesses or personal needs. The video mentions the use of AI in collection calls for micro loans in GCash, a service of Global Telecom, which demonstrates the application of AI in the financial sector to manage debt collection and customer engagement.

💡GCash

GCash is likely a mobile wallet service offered by Global Telecom, allowing users to perform financial transactions using their mobile devices. The video discusses the use of AI in GCash's micro loan collection calls, showcasing how AI can be integrated into financial services to enhance user experience and operational efficiency.

💡BPO Industry

BPO stands for Business Process Outsourcing, which is the practice of contracting out business processes to third-party companies. In the Philippines, the BPO industry is a significant employer. The video raises concerns about the potential impact of AI on this industry, suggesting that AI could both improve efficiency and pose a threat to jobs by automating routine tasks.

💡Efficiency

Efficiency refers to the ability to do something in the best possible manner with the least waste of time and effort. The video emphasizes the importance of efficiency in the BPO industry and how AI can contribute to it. By automating routine tasks, AI can help companies like Global Telecom to become more efficient, reducing costs and improving service delivery.

💡Routine Triage Services

Routine triage services involve the initial assessment and prioritization of tasks or customer inquiries to determine the appropriate response. In the context of the video, AI is seen as a tool that can handle routine triage in call centers, freeing up human agents to deal with more complex cases. This highlights the potential for AI to streamline processes and improve customer service operations.

💡Exceptional Cases

Exceptional cases refer to situations that are unusual or do not follow the standard procedures. The video suggests that while AI can handle many routine tasks, human intervention will still be necessary for handling exceptional cases. This implies that AI and human workers can complement each other, with AI taking on repetitive tasks and humans focusing on more complex interactions.

Highlights

Global Telecom embraces technological innovations, including AI.

AI is being used to enhance customer interactions in call centers.

AI applications are part of cost-saving efforts through automation.

OpenAI's large language models are being utilized by Global Telecom.

AI is used in collection calls for micro loans in GCash, improving customer interaction.

AI models show empathy and effectiveness in debt collection.

Global Telecom sees potential for AI in various company areas.

AI could be a risk to the BPO industry, which employs over one million workers in the Philippines.

AI transformation could change the way people work, potentially affecting job structures.

AI can be a tool for the BPO industry to improve efficiency.

AI might replace routine services in call centers, but humans will handle exceptional cases.

AI should be incorporated into daily work to improve productivity.

AI's impact on the workforce should not be ignored and should be taken seriously.

AI's role in the workplace is a balance between efficiency and handling complex cases.

The rapid change in AI technology requires adaptation and integration into business processes.

AI's potential in the Philippine economy is significant and should be approached with strategic planning.