Philippine SEC automates 85% of citizen queries | Proto AICX

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 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.

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.

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 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 transport industries.