With AI being a hot topic these days, the tech has its fair share of pros and cons. We’ve seen concerns about the tech being abused, and we’ve seen how the likes of ChatGPT and Google Bard aim to help us with our daily lives. Globe sees the potential of the tech in the future that it’s considering utilizing an AI chatbot for its customer service.
“We are seeing quite a bit of use cases in terms of our outbound calling, customer care side, collection side,” Globe CEO Ernest Cu said in an interview with Bloomberg News.
Beyond seeing the potential of using an AI chatbot for customer service, the Globe CEO added that he was impressed to see how the technology has advanced to handle conversations in Filipino instead of the usual English.
“I heard an actual customer interaction completely done in Tagalog. I was impressed how human the conversation was and how effective it will be given the fact that we’re driving towards automation, cost cutting and efficiency,” Cu adds, hinting that Globe might utilize AI for its customer service in the future–perhaps similar to Lazada’s LazzieChat chatbot where ChatGPT is utilized to answer any shopping queries on the platform in an engaging, informed, and personalized format.
