About the USSC
Universal Storefront Services Corporation (USSC) is a trusted provider of financial services in the Philippines, including money transfers, debit cards, insurance, and more. Over its 60 years in operation, the company has evolved towards innovative and customer-centric products and services that benefit Filipinos across the country.
Proto is the leading generative AI platform for local customer experience. Powered by GPT and its own proprietary AI engine, Proto's AI Customer Experience (AICX) Platform automates transactions, tickets, bookings, and other high-volume interactions for local and mixed languages across text, voice and 20+ messaging channels. Proto is globally-recognized for its inclusive AICX solutions across the government, financial, health and e-commerce industries. For more information, visit proto.cx.
USSC faced the challenge of efficiently managing a high volume of customer inquiries and transactions, particularly in areas such as remittances, bill payments, and customer service requests. With a growing customer base and a commitment to digital innovation, USSC required a solution that would not only streamline these processes but also enhance the customer experience without incurring significant additional costs. The need was for a cost-effective, scalable solution that could handle routine inquiries and transactions quickly and accurately, thereby reducing wait times and freeing up human customer service representatives to handle more complex queries. This was a crucial step in USSC's digital transformation strategy to modernize its customer service approach and maintain its competitive edge in the market.
USSC partnered with Proto to develop a solution that would streamline their high volume of customer interactions. Proto's team, with their expertise in digital solutions, conducted an in-depth analysis of USSC's existing workflow and customer service patterns. This analysis enabled Proto to tailor a chatbot solution that could seamlessly handle a variety of customer inquiries, ranging from routine FAQs to more intricate transactional processes.
The chatbot named UNA and developed by Proto was designed to be intuitive and user-friendly, catering to USSC's diverse clientele. It featured advanced natural language processing capabilities, allowing it to understand and respond accurately to a wide range of queries. This level of sophistication reduced the reliance on human customer service representatives for common inquiries, thereby enhancing operational efficiency. Furthermore, Proto ensured that the chatbot was flawlessly integrated into USSC's digital infrastructure, offering a familiar yet improved user experience to their customers.
This collaboration resulted in a significant enhancement in USSC's customer service operations. The implementation of the chatbot allowed USSC to handle customer inquiries and transactions more effectively, reducing response times and increasing overall satisfaction. Moreover, this solution aligned perfectly with USSC's digital transformation strategy, providing a scalable and cost-effective way to manage customer interactions. Proto's contribution thus marked a significant step forward in USSC's journey towards digital innovation and customer service excellence.
USSC has continued to see results from Proto’s AICX solution for microfinance. The platform has achieved the following results since its deployment: