As demand for support services in a variety of sectors and industries continues to grow, a local Artificial Intelligence (AI) company is partnering with Google Cloud to help contact centers reduce call volumes.
Contact centers worked to keep the country’s economy stable during the pandemic, ensuring that the
industry is up to date and prepared for the worst is “obviously the next step. ” said Ralph Vincent J. Regalado, chief
executive officer and founder of Senti AI.
Companies have experienced a lot of struggles to keep up with the demand which causes a lot for them. Agents are becoming exhausted and spare no effort to answer the calls.
Regalado firmly said if they have the capability to help solve the problems and lighten the burden they will do it. Technology is available in the Philippines although not as good as in other countries. However, the capacity of an AI solution to perfectly satisfy the needs of its users is critical.
Last April 22, Google Cloud acknowledged Senti AI as a breakthrough partner out of over 30 partners they currently
have in the Philippines.
Ferdie Saputil, Google Cloud Lead for the Philippines, said that a breakthrough partner means that they are “the
leading-edge technology that Google is pushing in the market.”
Additionally, Saputil said that from a Google Cloud perspective if there is no partner that can add value to the already existing technology, it will not be adopted by enterprise customers.
“And I think it’s not just being able to provide an AI to respond to contact center requirements, but also an AI that is
more conversational and more local.”
No threat of losing jobs
Regalado said that AI is not here to cause job displacement for millions of contact center employees. Despite the rapid digital transformation organizations have gone through in the past year.
“What we’re aiming for is to have companies — regardless of the industries they’re in — to achieve better results and provide better services to clients through the help of AI,” he added.
Workers in support services are expecting to be in high demand for the foreseeable future. Jojo J. Uligan, Contact Center Association of the Philippines President, said in an interview, the industry expects to employ 80,000 to 100,000 people this year alone.
“Adopting AI technologies does not automatically mean getting rid of human agents. What we need is to retrain and upskill our workers so they can seamlessly work hand-in-hand with technology,” Regalado said.
Moreover, Google Cloud-powered voice AI solution, Voix, allowed the bank’s voice bot to handle low-level and repetitive queries, leaving more complicated customer concerns for human agents to address.
Senti AI and Google Cloud’s CCAI project helped a leading Philippine bank manage its rising call volumes months into
the general community quarantine last year. Its expertise is already on top of its Machine Learning (ML) and ML Application Programming Interface expertise.
About Voix
Voix is the contact center voice AI solution made by the Filipino for the Filipino. Backed by nearly three decades of academic research and deep industry experience, Voix’s human-like conversational AI helps organizations deliver outstanding customer experiences and operational efficiency while reducing cost.
About Senti AI
Senti AI is the leading artificial intelligence solutions and services company in the Philippines. Driven by the desire to empower humans and organizations to work efficiently with AI, the company combines nearly three decades of academic research with deep industry experience to produce cutting-edge AI projects with meaningful impact.
Website: https://senti.ai
LinkedIn: https://www.linkedin.com/company/sentiph/
Facebook: https://facebook.com/SentiPH
Email: hello@senti.com.ph
