Saturday, January 23, 2021

Max’s All-You-Can™ Is Back And Better Than Ever!

Hindi lahat ng nang-iiwan, hindi na bumabalik. Max’s All-You-Can is back!

No Children Left Behind In Datu Paglas As Youth Leaders Mentor Learners

Youth leaders in Datu Paglas, Maguindanao are volunteering as tutors to help children who are struggling with their studies due to the changes brought about by the Covid-19 pandemic.

Panasonic Air Conditioners With Nanoe™ X Confirmed To Inhibit The Novel Coronavirus

What a breakthrough! Panasonic is taking their air conditioners to the next level!

102-Year-Old School In Sorsogon Gets New SM School Building

The newly built two-story SM School building is now ready to cater students from Basud Elementary School in Sorsogon City!

Experts See Pandemic Accelerating Adoption Of AI Solutions In Customer Service

Experts See Pandemic Accelerating Adoption Of AI Solutions In Customer Service

Spotlight

Max’s All-You-Can™ Is Back And Better Than Ever!

Hindi lahat ng nang-iiwan, hindi na bumabalik. Max’s All-You-Can is back!

No Children Left Behind In Datu Paglas As Youth Leaders Mentor Learners

Youth leaders in Datu Paglas, Maguindanao are volunteering as tutors to help children who are struggling with their studies due to the changes brought about by the Covid-19 pandemic.

Panasonic Air Conditioners With Nanoe™ X Confirmed To Inhibit The Novel Coronavirus

What a breakthrough! Panasonic is taking their air conditioners to the next level!

102-Year-Old School In Sorsogon Gets New SM School Building

The newly built two-story SM School building is now ready to cater students from Basud Elementary School in Sorsogon City!

Experts see the pandemic accelerating the adoption of artificial intelligence solutions in customer service as consumer behaviors change in response to the global crisis.

“I think everyone will be pushed to go online. E-commerce will be pushed, even services will be pushed online. So AI will have to handle that volume to aid the agents in handling each of those calls,” said PLDT Enterprise Innovation Center head Andy Santos at the Voix Live!2020 webinar.

Telus International Vice President for Digital Solutions Nalakumar RS said the pandemic has fast-tracked the adoption of AI chatbots as people begin to move away from accessing customer services through voice calls.

“There is that push from our customers to transform the way we used to do things to fit our current lifestyle and work style that is needed right now,” said TeamAsia Managing Director Bea Lim.

Roadblocks in AI adoption

However, Google Cloud Customer Engineer Graeme Merrall pointed out that there are roadblocks in the adoption of AI solutions in contact centers, particularly because some of them work in traditional organizations.

Santos agreed, saying that contact centers in the Philippines are still measuring key performance indicators based on the duration of calls and number of calls handled by agents.

“Probably it’s time to shift from that KPI to a better measurement wherein we automate the first touchpoint, we improve the experience when a customer calls or introduces through a chat,” he said.

Nalakumar, meanwhile, allayed fears that the adoption of AI solutions in contact centers would mean job cuts for human agents.

“We’re still growing. We’re still hiring for the same customer base because the level of support for the customers has increased,” he said.

Is the Philippines ready?

Santos, Nalakumar, Lim and Merrall all agreed that the Philippines is ready to adopt AI solutions, with some of them remarking that Filipinos are already using AI in their daily lives.

“[AI adoption] is inevitable,” said Santos. “As communication becomes available to everyone, our customers become more demanding, asking for answers right away. So with that demand, I think efficiency should increase.”

For her part, Lim said, “[The pandemic] just launched us all forward into the biggest experiment of mankind, especially with technology. So I think now is a right place and a right time for us.”

A novel contact center solution

Leading Filipino AI company Senti AI also introduced during the event a new contact center solution called Voix.

The AI solution can improve customer experience and operational efficiency with human-like conversational AI that understands Filipino, English and Taglish.

It gives customers 24/7 access to immediate conversational self-service, while more complex issues are seamlessly handed off to human agents.

Voix also empowers human agents by providing them with continuous support during calls by identifying intent and providing them with real-time, step-by-step assistance.

The solution also uses natural language processing to identify call drivers and sentiment, helping contact center managers learn more about customer interactions to improve call outcomes.

“Yes, indeed, we are in unprecedented times,” Senti AI CEO Ralph Regalado said. “But this shouldn’t stop us from pursuing innovation. Though physical movements may have stopped in most of the world, but the world continues to spin — and so should we.”

The Voix Live!2020 webinar was co-presented by Google Cloud, PLDT Enterprise and PLDT Innolab.

PH To Get Vaccines From COVAX In Q1; Rollout Preps Underway

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Gatchalian Seeks Institutionalization Of Effective Parenting Amid Pandemic Woes

Know more about what covers the Senate Bill No. 1985 for effective parenting filed by Sen. Gatchalian.

CBCP Lauds Gov’t Move To Prioritize Poor Pinoys In Vaccination

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Kidapawan To Allot P76-M For Agriculture Projects

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Hendrick’s Gin Celebrates Love And Romance With The Perfect Pair This Valentine’s Day

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30 New ‘Modern’ Jeepneys To Ply Cebu City Roads

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realme Starts 2021 With Multiple Awards Worldwide

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PH Covid-19 Recovery Tally Rises By Over 5K To 465,991

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Lapid Pushes To Integrate Internet Infrastructure In Gov’t Road Projects

Sen. Lito Lapid files a bill to integrate the construction of internet infrastructures in all government road projects.

Spotlight

Max’s All-You-Can™ Is Back And Better Than Ever!

Hindi lahat ng nang-iiwan, hindi na bumabalik. Max’s All-You-Can is back!

No Children Left Behind In Datu Paglas As Youth Leaders Mentor Learners

Youth leaders in Datu Paglas, Maguindanao are volunteering as tutors to help children who are struggling with their studies due to the changes brought about by the Covid-19 pandemic.

Panasonic Air Conditioners With Nanoe™ X Confirmed To Inhibit The Novel Coronavirus

What a breakthrough! Panasonic is taking their air conditioners to the next level!

102-Year-Old School In Sorsogon Gets New SM School Building

The newly built two-story SM School building is now ready to cater students from Basud Elementary School in Sorsogon City!

Lifestyle

Hendrick’s Gin Celebrates Love And Romance With The Perfect Pair This Valentine’s Day

Hendrick’s has something for you this coming Valentine's Day!

POND’S And Shopee Deliver ‘Smarter Skincare’ With First AI-Powered Chatbot

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Yellow Cab Introduces Its New Thin Crust Pizza, Starting At Just P249

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Mrs. Garcia’s: The Meat Of The Matter For The New Normal

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Entertainment

First-Time ‘Himig’ Interpreters Reveal What Being Part The Competition Means To Them

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BL fans eyes here! Another best of Thai series entitled "A Tale of Thousand Stars," can now be streamed for free on iWantTFC!

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Marikina Lauds MMDA’s Move To Prevent Future Flooding

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realme Says Yellow To 2021 With The Best Deals Of The Month

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Bicol Logs 23 Covid-19 Recoveries

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Travel

Bicol Int’l Airport Now 72.2% Complete

Malapit nang magkaroon ng airport sa Bicol!

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Nabakunahan man o hindi tuloy-tuloy pa rin ang pagsunod ng travel health protocols, ayon kay Duque.

Panagbenga 2021 Postponed Due To Pandemic

Walang Panagbenga ngayong taon. 🙁

Radisson Hotel Group Rises Above Challenges To Add 84 New Hotels Across Asia Pacific

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Motoring

Abalos Asks DPWH To Fix Lights On Major Roads

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Cebu BRT Project Partially Operational Before Yearend: Tugade

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SMC Extends Free Toll To Medical Frontliners On Skyway Stage 3

Wow! Extended pa ang pa-free toll ng SMC para sa mga medical frontliners!