WEBVTT

1
00:00:00.216 --> 00:00:02.799
(gentle music)

2
00:00:05.907 --> 00:00:08.220
(dramatic music)

3
00:00:08.220 --> 00:00:12.330
<v ->PHOENIX launched a high-impact, holistic GenAI program.</v>

4
00:00:12.330 --> 00:00:13.890
Many people were working on it,

5
00:00:13.890 --> 00:00:16.830
but I think the company overall wanted to accelerate.

6
00:00:16.830 --> 00:00:19.050
<v ->We knew we had to get into AI space,</v>

7
00:00:19.050 --> 00:00:20.520
it's the way of the future,

8
00:00:20.520 --> 00:00:22.710
and a lot of the things that we do

9
00:00:22.710 --> 00:00:25.020
that are not value-add for customers,

10
00:00:25.020 --> 00:00:26.283
they can be done by AI.

11
00:00:27.330 --> 00:00:29.430
<v ->In our wholesale customer service centers,</v>

12
00:00:29.430 --> 00:00:32.340
we handle millions of calls per year,

13
00:00:32.340 --> 00:00:35.430
and a lot of those calls, actually around 50%,

14
00:00:35.430 --> 00:00:39.180
are standard repetitive inquiries.

15
00:00:39.180 --> 00:00:42.600
<v ->Using an AI voice bot and chat bot</v>

16
00:00:42.600 --> 00:00:47.520
enables our teams to focus on more complex queries.

17
00:00:47.520 --> 00:00:48.960
<v ->The customer service agent</v>

18
00:00:48.960 --> 00:00:51.330
is a conversational AI solution,

19
00:00:51.330 --> 00:00:54.780
in specific, a voice bot that we wanted to implement

20
00:00:54.780 --> 00:00:57.030
in different entities across PHOENIX.

21
00:00:57.030 --> 00:00:59.370
The potential is that we automate

22
00:00:59.370 --> 00:01:02.639
a large part of our inquiries coming in from customers,

23
00:01:02.639 --> 00:01:06.480
and also provide the customers a 24/7 service,

24
00:01:06.480 --> 00:01:08.640
and our customer service agents

25
00:01:08.640 --> 00:01:12.570
are able to do what matters most, serving the customers,

26
00:01:12.570 --> 00:01:15.330
solving complex tasks for them,

27
00:01:15.330 --> 00:01:19.282
and build and strengthen relationships with our customers.

28
00:01:19.282 --> 00:01:22.032
(dramatic music)