AI citizen experience for the SEC of the Philippines
The Securities and Exchange Commission of the Philippines (SEC) successfully achieved digitization goals and improved support with Proto’s AI Customer Experience (AICX) solution for government agencies.
78%
citizen service requests automated
240K
+20% YoY ▲
chats per year
2.3sec
+10% YoY ▲
average bot response time
1.2K
daily engaged users
About SEC
The Securities and Exchange Commission is the Philippine government agency responsible for regulating and supervising the country’s securities and exchange markets. Its main functions include registering and supervising organisations that issue securities, enforcing securities laws and regulations, and promoting fair and transparent markets through the adoption of best practices. The organisation plays a vital role in supporting economic growth and protecting investments in the Philippine economy.
About Proto
Proto is the local communications platform for business and government. Powered by proprietary natural language processing, Proto's AI Customer Experience (AICX) platform automates transactions, tickets, bookings and other high-volume messaging for low-resourced and mixed languages. Proto is globally recognized for its AICX innovation, supervisory solutions and improved customer experiences across multiple industries, including government, financial, gaming, health and transport services. For more information, visit proto.cx.
Problem
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.
Solution
Proto’s AICX platform delivered the CAROL (Customer Care Online Assistant) chatbot for the SEC via webchat and available for messaging like Facebook Messenger and Viber. CAROL was deployed for English with upcoming capability for Tagalog, Ilocano and Cebuano. CAROL also supports automatic ticket generation and categorisation, saving manual triaging for support agents.
Results
The implementation of CAROL as SEC's citizen support assistant resulted in significant outcomes with >500,000 messages across >17,300 chats monthly via webchat alone. Of these chats, >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.
600K
+50% YoY ▲
messages per month
240K
+20% YoY ▲
chats per year
2.3sec
+10% YoY ▲
average bot response time
1.2K
daily engaged users
78%
citizen service requests automated
Approach
Conclusion
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.