Through decades of innovation, PLDT has facilitated meaningful connections for its customers through fixed-line, wireless, and information and communication technology services. With a strong drive to elevate the quality of customer experience, PLDT’s customer group is leveraging innovation to expand its traditional contact methods with more personalized ways to individually connect with customers. “Our customers are at the heart of everything that we do. We are always looking for faster, safer, and more reliable channels for our customers to reach us if they need help,” says Jeanine Rubin, First Vice President and Head of Customer Care Group at PLDT.
Integrating AI to support agents
Apart from some outsourced callouts, PLDT relied mostly on one-way communication, including SMS, email, and APRS (automated payment reminder system) for collections. Dianne Blanco, Vice President and Head of Credit and Collections at PLDT, was looking for ways to enhance two-way conversational interactions with customers, particularly when it came to more sensitive situations like reminding customers of an outstanding balance.
The answer was WIZ.AI’s flagship product, Talkbot Pro. “Many other payment and collection reminder solutions don’t empathize, acknowledge, or respond to customer queries very well. If customers receive a call and realize it’s from a robot, there’s a strong chance they will hang up,” explains Blanco. “The WIZ.AI Talkbot does it all—during our first demo, it didn’t feel like a robot talking. It sounded like a human.” Combined with hyper-localization features, this voice artificial intelligence (AI) was the perfect fit for PLDT.
Singaporean-based WIZ.AI builds intuitive, smart voice AI engagement solutions that are truly human-like. “Unlike traditional turn-based or text-based chatting, our Talkbot listens and understands the intent of the caller’s speech in natural spoken language. In fact, over 95 percent of users are unable to tell the difference between a human agent and our Talkbot,” explains Allan Ong, Head of Regional Sales at WIZ.AI.