TOT Public Company Limited: Transforming contact center capability with AI

TOT Public Company is a Thai state-owned telecommunications and digital services provider. Laying the foundation for telecommunications in Thailand for over 60 years, TOT has always strived towards customer experience excellence.

In the wake of the COVID-19 pandemic, TOT contact centers were witnessing two to three times the call volumes. As a service provider operating on behalf of the government, TOT had to manage the fragile balance between empathy and timely information with anxious citizens and businesses seeking clarity on government actions in response to the pandemic. Providing live agent services for every inquiry using their existing system was ineffective. Moreover, owing to health and social distancing measures, the company had to limit the number of agents at its contact center facility.

TOT needed a solution that could scale rapidly and optimize agent resources. The potential of cloud and AI-driven automation resonated with its goal to address the demanding situation. To ensure superior CX without compromise, TOT turned to the Genesys Cloud™ platform as the best fit to suit its needs.

Moving to the Genesys Cloud solution has improved TOT’s call handling times as employees are now empowered with relevant information when assisting customers. Additionally, the partnership with Google to deliver an AI-powered virtual agent has overcome the issue of soaring call volumes and taken the mounting pressure off of agents. The virtual agent has helped increased first call resolution rates by augmenting the tasks of human agents to ensure superior customer experience.

For more information about the Genesys Cloud platform, visit https://www.genesys.com/genesys-cloud.

Видео TOT Public Company Limited: Transforming contact center capability with AI канала Genesys