Artificial Intelligence, or AI, is frequently misunderstood when it comes to Business Process Outsourcing (BPO). Many people have had negative experiences, finding their attempts to get help frustrated by technology that is clearly artificial but seems anything but intelligent. However, leading call center companies in the Philippines have been utilizing AI in a way that enhances customer experience, leaving callers happy and, in most cases, never realizing an AI has been involved.
The rise of AI has largely been driven by the benefits it can bring. Both customers and the BPO companies in the Philippines they call want to have quick and efficient contacts. Whether it’s simply data collection or a complicated support call, both want a successful resolution that shouldn’t take longer than it needs. And this is where the power of AI was first realized.
Premier contact centers in the Philippines will use AI to intelligently route calls. For example, if they have a major contract covering a range of products, they can ensure a call from a customer with a specific product — identified by their phone number and purchase history — can be directed to the right team automatically.
The agent could have relevant information, like the product details, common problems and solutions displayed before they even answer the call. AI may even use data from previous calls to predict the most likely reasons behind the call, meaning the agent is prepared from the very start. This helps the agent focus on the customer, assisting them rather than trying to retrieve product information or troubleshoot an issue while on the call.
The COVID-19 pandemic has further accelerated the adoption of AI. By helping increase the efficiency of call centers in the Philippines, and in some cases enabling problems to be solved without the need of a call agent, they have helped minimize the on-site staff requirements and, therefore, played a part in minimizing the spread of coronavirus.
Not all BPO companies in the Philippines have invested in AI. But PITON-Global, a leading Philippine-based BPO provider, is one company that has seen the benefits. The company’s CEO, Ralf Ellspermann, explains “for us AI may have been an investment, but it brings benefits for everyone. Our agents get to focus on the customer, our clients know we are providing the best possible service and their customers get their calls answered quickly and effectively. The enhanced customer experience is a win for everybody.”