PLDT Global Corp., the international arm of PLDT Inc., said Wednesday it teamed up with Infobip, a global cloud communications platform, to leverage conversational solutions and improve customer experience on the TinBo (Tindahan ni Bossing) platform.
TinBo is a one-stop online marketplace that empowers Filipinos living overseas to purchase load, pay bills send vouchers and other digital products for their families in the Philippines.
“We at PLDT Global are continuously evolving to level up our quality of service to global Filipinos, that is why we are delighted to partner with a technology leader who sharåes the same passion and vision in utilizing artificial intelligence and omnichannel solutions to improve our business operations and customer experience,” PLDT Global president and chief executive Albert Villa-Real said.
Under the partnership, TinBo will be able to engage with customers in their preferred social media channels and purchase products via TinBo’s over-the-top (OTT) digital channel such as WhatsApp and Messenger.
It also enables TinBo to cater to customer inquiries or concerns via automated, always-on communication support and live agents, manage, analyze, and create meaningful and personalize customer interactions through a cloud contact center solution and design an intelligent chatbot that can respond to concerns in real-time and human-like conversations.
“Through this partnership, Infobip will enable PLDT Global to provide an enhanced customer experience using state-of-the-art conversational solutions, delivering always-on communication to overseas Filipino workers through the channels they use daily,” Infobip sales director Cecile Perez Tizon said.
“We are committed to ensuring that they have easy access to services and support that enhance their quality of life and keep them connected to their loved ones,” she said.
Through TinBo, Filipinos living overseas can acquire a Smart Virtual Number (SVN), enabling them to have secure digital identities for their Philippine transactions. Filipinos can also receive important OTPs from their e-wallets and e-banks in the Philippines via SVN, providing access to relevant financial services to help them manage their funds.
