Philippine SEC automates 85% of citizen queries
The Securities and Exchange Commission of the Philippines (SEC) successfully achieved digitisation goals with Proto’s AICX Platform. Since its launch, the chatbot has responded to over 11M messages and improved the citizen experience.
650K
+86% YoY ▲
interactions handled annually
350K
+80% YoY ▲
chats handled annually
2.3sec
+10% YoY ▲
average bot response time
The Securities and Exchange Commission is the Philippine government agency responsible for regulating and supervising the country’s securities and exchange markets. Its main functions include registering and supervising organisations that issue securities, enforcing securities laws and regulations, and promoting fair and transparent markets through the adoption of best practices.
The SEC plays a vital role in supporting economic growth and protecting investments in the Philippine economy, and needed a solution to enhance citizen engagement. They chose Proto’s AICX Platform to automate citizen inquiries, making their services more accessible and available for local and international queries.
Challenge: Connecting multiple departments
Challenge
The SEC faced several challenges in their citizen support system. With 10 departments under its purview, SEC sought a solution that would comply with the Philippine government's No Wrong Door policy whereby citizens can approach any department and get their request answered. This policy requires citizen queries to be forwarded to the appropriate department for timely resolution to ensure transparency, accountability, fair competition, and investor protection.
Despite already having an Interactive Voice Response (IVR) phone system, managing the increasing client queries and this forwarding requirement efficiently was becoming a difficult task. The SEC recognized the need to augment their existing support system with artificial intelligence, with a human-in-the-loop capability for actioning complex case tickets when necessary by support agents.
Process: Bridging the communications gap
Process
Proto worked with the SEC to deliver a chatbot, CAROL (Customer Care Online Assistant) via webchat, Messenger, and Viber. CAROL was deployed for English with upcoming capability for Tagalog, Ilocano and Cebuano. In addition to bridging the communications gap between departments, CAROL also supports automatic ticket generation and categorisation, saving manual triaging for support agents.
Solution: Better support for citizens and agents
Solution
Since its deployment in 2022, CAROL has achieved over 11M interactions across 350K chats. Of these chats, over 85% of citizen service requests were automatically handled, effectively reducing the workload of support agents and improving the overall efficiency of SEC's citizen support system.
The implementation of CAROL brought significant improvements to the SEC’s support capability for both citizen and support agents. By leveraging Proto’s AICX solution, the SEC was also able to reduce costs associated with long queues and manual support agent interactions.
The successful deployment of CAROL demonstrated the value of AI-powered platform in enhancing citizen service and streamlining support processes for organisations like SEC, following in the footsteps of other Philippines government agencies that have deployed Proto such as the Central Bank of the Philippines and the Department of Trade and Industry.
85%
inquiries automated
28K
engaged customers
The implementation of CAROL brought significant improvements to the SEC’s support capability for both citizen and support agents. By leveraging Proto’s AICX solution, the SEC was also able to reduce costs associated with long queues and manual support agent interactions.
The successful deployment of CAROL demonstrated the value of AI-powered platform in enhancing citizen service and streamlining support processes for organizations like SEC, following in the footsteps of other Philippines government agencies that have deployed Proto such as the Central Bank of the Philippines and the Department of Trade and Industry.
About Proto
Proto is the leading generative AICX platform for local languages. Its inclusive chatbots excel at usecases for customer experience, consumer protection, employee experience, and indoor navigation. Powering the Proto AICX Platform is the proprietary ProtoAI™ engine for exceptional text and voice accuracy in underserved languages and large language models, such as ChatGPT. Proto's enterprise-level capabilities include data privacy options such as hybrid and on-premise hosting, customised CX analytics, and a 24/7 prompt engineering service.