Philippine SEC automates 230K citizen queries

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.

Proto worked with the SEC to deliver a chatbot, CAROL (Customer Care Online Assistant) via webchat, Messenger, and Viber. CAROL was deployed for English and Tagalog with upcoming capability for 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.

CAROL annually handles over 5M interactions across 230K chats, 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.

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.

Proto is the leading generative AICX platform for local languages. Its inclusive text and voice AI assistants excel at usecases for customer experience, consumer protection, employee experience, and indoor navigation. The Proto AICX Platform is powered by large language models and the proprietary ProtoAI engine for high accuracy in underserved languages. Proto deployments feature enterprise-grade security and capabilities such as on-premise hosting, customised analytics, and a 24/7 prompt engineering service. Headquartered in Waterloo, Canada, Proto is a global team operating across Latin America, Africa, and Asia.