Status : Verified
| Personal Name | Pagatpatan, Mary Grace B. |
|---|---|
| Resource Title | Impact assessment of AI and RPA technologies to leverage customer service in the Philippines' telecommunication industry |
| Date Issued | 09 June 2021 |
| Abstract | Philippines’ telecommunication industry has long been dominated by only two big telecommunication service operators, PLDT and Globe Telecommunications. Because of the new normal brought on by the Corona Virus pandemic, there has been a tremendous surge in persons forced to work from home, resulting in a massive surge in clients using their services. This is a great opportunity to create long term customer relationships with the subscribers and at the same time boosts revenue by delivering value with an excellent customer service. Businesses should not only focus on producing a great product, but also on the whole customer journey, from the time a consumer decides to buy a product or service until the process is completed. The objective should be to provide value and establish a longterm connection with customers, which can only be accomplished by providing great customer service. The most critical aspect of customer service is maintaining clients once they've been brought in since it is much more expensive to acquire new consumers than it is to keep the ones you already have. The bar is rapidly rising in offering a whole new better customer experience. This study will help in knowing how leverage AI to improve and to have competitive advantage among competitors. AI is disrupting customer service by being an efficient tool to save time and costs for business and at the same time create value that human agents usually deliver to customers. This research will also assist in guiding and suggesting solutions based on current technologies that will help in streamlining procedures and operations, lowering costs, and providing better customer service that meets the expectations of customers, especially during this pandemic period |
| Degree Course | Masters in Technology Management |
| Language | English |
| Keyword | Artificial Intelligence, Customer Service, Telecommunications |
| Material Type | Thesis/Dissertation |
Preliminary Pages
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Category : P - Author wishes to publish the work personally.
Access Permission : Limited Access