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Use Case: Automation caters to millions of subscribers at a time

Posted by Hey Aiah on Sep 17, 2020 6:43:06 PM

Use Case 9

Challenge:

With the increased number of customers online due to the pandemic,  subscribers make use of social media channels to reach out. Telco brands need efficient ways to cater to the audience and address their concerns. 

The challenge is to engage with customers when they need it - even after work hours and with a reduced workforce.

Solution:

Automation has helped in this difficult time. Deploying bots to support customer service creates a seamless and more efficient customer experience.

Bots can also reduce a significant amount of cost and resources. They can cater to the audience 24/7 and easily hand off complex inquiries that only a human agent can answer.

Customer details and conversations are handed over for real-time update and status- all within the company policy and guidelines.

Benefits:

  • Ensuring all customers are attended to and happy with the service and experience
  • Real-time update, status, and insights
  • Human employees are able to upscale their skills since repetitive and manual tasks are off the plate

Topics: artificial intelligence, chatbot

Automation in a Virtual Environment

Posted by Hey Aiah on Sep 9, 2020 2:47:45 PM

Automation in a Virtual Environment

 

Many businesses and industries are cognizant of the digital shift of operations and services now that the economy is slowly rising in the midst of pandemic. Operations and logistics are digitized to create a safe and convenient customer experience. As part of this strategy, digital workforce is implemented together with automated processes, chatbots, and other RPA solutions. Many are forced to work in skeletal and/or at home; thus, creating a virtual environment to achieve productivity gains and significant automation benefits.

State of automation in businesses

As the whole country gets deeper into quarantine, businesses discover the effectiveness and convenience automation brings. Significant benefits for businesses to make processes more efficient and less costly are gained through automation. Businesses shift from brick-and-mortar stores to online stores since most of the audience are 97% internet users or social media users. (Credit: Digital report 2020)

Chatbots that serve the customers 24/7 are widely known in brand pages. Order processing have been automated to show real-time updates and inventory. Payment methods have become convenient with the help of e-payment. Best of all, goods are delivered at the door the moment a customer hits the purchase button.

Enterprises opt for virtual environments

Aside from convenience, businesses see the importance of virtual environments since there is enhanced security and compliance. Another benefit businesses get is flexibility of virtual environments that will help both the business and employees  to strategize and implement operations better. 

Challenges in automating processes on a virtual environment

While the market is expanding rapidly many companies and enterprises are shifting to automating their work environment. One of the challenges encountered in a virtual environment is tracking the productivity of the employees. Many have adapted to results-based approach while keeping the project management intact through a platform.

Another challenge businesses are experiencing now is the hesitation (or sometimes a clash) between accustomed work culture and automation of processes. Introducing digitized and advanced technology takes more than the initiative and planning. Employees have to be on board. The company has to strategically immerse everyone to adapt and get used to a virtual setup.

 

Want to know more about digital solutions that can help your virtual environment? Shoot us a message at marketing@aiah.ai

 

Retail Business Strategy for the Next Normal

Posted by Hey Aiah on Aug 28, 2020 9:33:00 AM

Retail Strategy

The battle between providing better customer experience and protecting limited resources is getting tighter as we go deeper into quarantine. Shifts in protocols and regulations are making  the demands of customers more and more specific.

At this point in time, what strategies can businesses use to meet them?

Build a CX-centered culture

One of the best strategies in creating loyal and satisfied customers is to put the customer first.

By listening to their reviews, demands, and needs, businesses will know how best to engage with them. Businesses should put themselves in the shoes of the customers and map the customer journey to know which part they can improve on and what strategies they can create to scale up the businesses.

It is also important to take note of customer reviews, and to respond or take action to let the customer know they are heard.

Develop new products and services

Having and knowing your SKUs are crucial and essential for businesses. This will differentiate the brand from your competitors. Get in touch with the customers through email, text messages, survey forms etc. to know which part of the operations and what services can be improved. 

Provide reliable service wherever customers need it

Customers expect a response within 30 minutes at the most- whether at night, weekends, or holidays. With AI-powered customer service, business are there 24/7 for  customers. Chatbots can provide customers with the best information they require and can quickly troubleshoot problems.

There are many strategies depending on the situation of the business, but what is more important is getting by each day as the whole world is (economically and physically) changing.

 

An Experiential Escape

Posted by Hey Aiah on Aug 25, 2020 11:19:03 PM

Whether shopping for clothes, makeup, gadgets, sneakers or even dog treats, we all have our own favorite boutique stores. And for some of us, walking into our favorite store is a gratifying experience.

Untitled-Project (11)

But today, we are all in a moment of apprehension. When we step outside, we are filled with a strong concern for our health and security.

Businesses with physical spaces that previously offered a unique experience are now faced with a challenge because of social distancing.

How can they still offer a calm and nurturing escape for buyers who are online?

Any retail business today needs to provide an online experience that mimics their physical store.

A fun and trendy business needs to offer an online store with strong visuals and eye catchy content. An eco-friendly, vegan food shop should offer the same variety of products online for their audience with very particular tastes. An innovative tech store should make sure it maintains its exclusivity or authenticity for its online store.

The objective is the same. These businesses should build an online shopping experience that is just as compelling as walking into their actual store.

But aside from building a seamless online customer journey, they need to understand what customers currently need (and perhaps, what they are currently feeling).

Countless webinars are telling us that customer behaviors are shifting – this is an indicator for businesses to constantly listen to the pulse of their customers.

What products and services are more relevant in a post-pandemic world? How can businesses better provide for them?

This can mean businesses should use technology to better gather customer analytics to understand their behavior better.

They can also use automation to improve their operations so they can work faster and serve customers better.

There are also intelligent solutions that can help them speak to more customers without needing to stay glued to a laptop or a mobile phone all day.

Regardless of the industry, businesses need to focus on improving their online customer experience because, to be honest, it may be the only experience their customers will have with their businesses – at least for the next few months.

Topics: customer experience, Technology, "retail", "E-commerce", "shopping"

What Telco Companies Are Facing Today

Posted by Hey Aiah on Aug 24, 2020 4:15:39 PM

What Telco Companies Are Facing Today

Nowadays (and more than ever), it is impossible for most of us to skip a day without using our mobile phones or digital devices. May it be sending a message, getting information, online shopping, or managing a business, almost everyone uses the internet and network services to keep up with this New Normal and move forward even in the uncertainty of the pandemic.

According to GWI, Filipinos spend almost 10 hours a day browsing the internet. This hobby has turned into routine, most especially now that everyone is required to stay at home or work from home. During this unprecedented time, network providers are going through substantial changes where they need to amplify their digital presence and provide better solutions. 

Challenges are inevitable in every business and today, here are what telco companies are facing.

Demand for more stable internet connection

Being one of the countries with a relatively slower internet connection in the Asia Pacific region, the Philippines is now witnessing growth in its telco providers. With a strong willingness to act and provide better network services to the customers, telco providers are looking to provide a wider reach and more stable connections.

This will help businesses scale up their operations & services, while letting consumers easily access information when they need to. A key example is the need to offer better solutions to support learning tools and video conferencing apps, which are proving essential to gain favor with customers today.

Safer internet access

Businesses and personal information are widely used in the internet today to access services and to pay their bills or purchases. Because of this, Telco players need to build a safer community to fight any data breach. Cybersecurity strategies and enhanced security should be deployed to ensure data and personal information safety of both businesses and customers.

Delivering on-site support

With the nationwide protocol of social distancing and skeletal workforces, networks are challenged to do on-site support to troubleshoot network and technical problems. This is not because of network resources shortages, but because technicians and employees are at risk of COVID-19. Networks have started using automated customer service to serve the inquiries and tickets from customers. Centralized systems and virtual assistants are used to serve millions of customers at once. 

Globe Telecom and Smart Telecom have since then offered free data access to ease the telecommuting in the country using GoWiFi and Smart WiFi in certain public establishments.

Also, now that many people have been retrenched or furloughed, paying extra for anything non-essential is out of the list. This is why there are growing affordable bundles and promotions such as Facebook’s free app, which telcos are encouraging for customers today. 

Operating expenses and business agility

With the quarantine period still in place, telco companies are finding new ways to serve their customers and provide better service. Apart from waiving late fees or extending payment due dates, telcos have found a way to bridge the gap between how things were before the pandemic and now that we are deep into it.

 

Credit:
https://www.comarch.com/telecommunications/blog/how-covid-19-affects-telecoms-telco-operations-during-pandemic/

https://www.globe.com.ph/about-us/newsroom/sustainability/globe-services-assistance-package-covid-19.html#gref

https://www.ibm.com/thought-leadership/institute-business-value/blog/covid-19-telecom

 

Building Consumer Brands Through Automation

Posted by Hey Aiah on Aug 14, 2020 7:25:19 PM

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At this time (we tried to avoid saying "NN" lest we get negative SEO, if that's at all possible), Consumer Goods brands have the opportunity to grow much quicker than other industries. This is because, regardless of where they work or what they do for a living, people will need to buy the essentials to survive. 

And since March 2020, Filipinos have had countless scavenger hunts to the supermarkets and convenience stores. Some have still continued to bulk buy food or household essentials. 

But with the protocols set by the government, companies are working on skeletal workforce or at home. This gives an opportunity for FMCG brands to go digital and use a direct-to-consumer strategy.

How? By using online commerce strategies and automation. 

There is a litany of how automation can help FMCG brands. But for now, we're highlighting these:

Availability of stocks

Automation lets brands easily input and update the level of stocks in enterprise platforms & consumer facing channels. This means real time online tracking of the product inventory and sales. No customer would want to wait for a delivery for a week and then find out the products are unavailable. 

Now that some people are still bulk buying (the true term is "hoarding," which is a disservice to us all), this is the best time for FMCG companies to provide and supply more and more customer needs. Using digital platforms, they can provide faster and more convenient transactions.

Companies can take advantage of RPA solutions such as order management to prevent errors in processing goods and increase customer satisfaction.

Focus on SKUs and in-demand products

Because of the analytics in digital channels, FMCGs can track which are the hero products to make sure these are always in stock. Apart from catching the attention of the audience through ads, they can easily make customers loyal by rewarding repeat purchase for them.

Besides, having a hero product will also set one brand apart from its competitors. 

Product updates (in real time) are just as important. It keeps customers happy and let's the brand easily introduce new variants or test different pricing or packaing.  

Curate strategies to keep the customers coming back for more

Brand loyalty is crucial nowadays for customers as they look for brands that are easy to buy and convenient to purchase. Today, they might be using brand A, but because it is cheaper and safer to get brand B, customers can easily change their preference and go for the brand that will meet their demands.

Keep track of what works best for your product and your portfolio. Digital channels give the insight for customer strategy, unlike the traditional retail channels.

Automate your business with Aiah Actions or Aiah Commerce today! Send us an email at marketing@aiah.ai to know more.

 

Telco Today

Posted by Hey Aiah on Aug 5, 2020 2:57:02 PM

Telco Today

 

Telco companies play a pivotal role during this crisis. Consumers, business owners and enterprises are relying more and more on their services due to the rise of remote work.

How are networks adapting and preparing for this (Next Normal)? 

Data traffic is getting busier as we go deeper into quarantine and as businesses race to go online. This puts a lot of pressure on network providers to meet the demands of the consumers. Millions of people are staying home and employees are working from home.

Establishments like schools, healthcare systems etc. have considered resuming their operations through online platforms. WiFi or mobile data are primary sources for education, work and entertainment as people stay home.

The bulk of traffic comes from video calling and other team collaboration tools used by employees for their daily work. 

With maximum capacity in data and stringent compliance to Bayanihan Heal As One Act, telecommunication companies in the country have given extra data capacity and staggered payment methods for all subscribers and consumers.

To meet the demands of the consumers, mobile networks are monitoring any traffic changes to be equipped for any frequency increases. Maintaining a steady flow of users and giving more network capacity to serve data users in real-time are also necessary.

 

Living the New Normal, telco giants in the Philippines, like Globe Telecom and Smart Telecom, have been working side-by-side to provide consumers with connectivity. With ready capital expenditures, both are confident that they can serve what the Filipino people need as the changes in lifestyle continue.

To empower and support consumers and businesses, Globe Telecom  is offering digital solutions. These solutions will help the consumers carry on during the New Normal and scale up businesses wherever they are.

"We empower enterprises to start their digital journey towards a more sustainable future—one wherein they are prepared for whatever situation. To help businesses achieve uninterrupted operations for customers, we have set up a roster of digital solutions that ensure business continuity.

- Globe Business

PLDT Inc. has been giving continuous support and is ready to cater to the increase in demands during the pandemic- both in PLDT Home and Smart Bro Plans.

These improved services and increases in data capacity will give consumers faster and longer time for internet access for online classes, working hours, and operations & services of businesses online.

“Over the last five years, we have spent P260 billion in capex [capital expenditures] and that has made us very capable of serving our customers during this pandemic. Our investments in our network have paid off, we continue to deliver good customer experience,”

- PLDT chief revenue officer and Smart president and chief executive Alfredo Panlilio 

 

Credits:
https://www.globe.com.ph/business/enterprise/blog/new-normal-2.html#gref
https://manilastandard.net/mobile/article/324933

 

The Future of Telco

Posted by Hey Aiah on Jul 31, 2020 5:21:04 PM

Future of Telco

With the current surge of mobile and internet usage, how are telecommunication networks dealing with it? Where is the future of telecommuncations headed?

 

Here are 3 main trends for the future of telecom:

 

5G Networks will be more than just increasing the speed

5G will not only be a source of increased internet speed, but also will cater to the demands of consumers for a more immersive online experience that is supported by more processing power.

Networks are not just technology distributors anymore. They have become one of the biggest service providers that cater to more and more needs of customers. Because of this, telecommunications has led to emerging new businesses and has supported many other industries. This is why telecommunications networks are preparing for 5G.

But what is 5G and how can it help?

 

The wide range of the 5G Network consists of the following:

  • Drives network virtualization, cloudification (yes this exists, it means converting data or any application to make use of cloud computing), and cognitive automation to support the revolutionary part and advanced technologies of 5G
  • Invest in technologies such as network slicing, edge computing, and artificial intelligence
  • Focus on upgrading business processes and operational systems for a more updated structure
  • Explore new business models that will fit the advanced technology of 5G Network.

Telco-Future-of-5G

 

AI will encompass a myriad of focus areas for industries- telecommunications most especially

Now that brick-and-mortar stores and physical offices are forced to close and/or to slow down, enterprises have to rethink strategies.

Some employees are forced to work remotely and/or in skeletal workforce for the meantime. The change in structure has greatly affected the process and operations of the company due to lack of manpower. This is where artificial intelligence comes in. 

Major telecommunications providers are rapidly adapting to this digitization. One of the telco giants in the country, Globe Telecom, has proven that Artificial Intelligence is here to stay with or without the pandemic.

For their broadband products and services, they have acquired 3x increase in leads 20x in customer engagement through chat. (See case study here: https://aiah.ai/client-wins/globe-broadband-2/#/)

This is rapidly increasing now that most Filipinos are glued to their mobile phones. Based on GlobalWebIndex, Filipino consumers spend almost 10 hours everyday on their mobile phones to use social media, research for information, and discover brands on the internet.

Having virtual assistants and chatbots will improve the customer experience with automated responses and human-like interactions. Real-time insights of data and predictive analytics are also made readily available in automation.

This will promote unique customer engagement and personalized, positive bot-human interaction. 

 

Internet of Things (IoT) largest player is telco companies

With artificial intelligence taking place in the world of manpower, Internet of Things is deemed more relevant now more than ever and predicted to grow exponentially.

It uses unique identifiers (UID) that aid artificial intelligence and machine learning in collecting data processes. IoT makes collecting, collating, monitoring, and analyzing data easier and more effective. This helps the workforce to work faster and smarter as they gain more control of the process and how services work.

This also gives companies the opportunity to take advantage of connected devices that makes them more competitive and helps reduce labor costs.

Now that more tech companies are launching new gadgets and technology advancements, telcos are increasingly looking to IoT as well as a key competitive advantage. 

 

With these trends happening around us, are businesses ready to adapt and shift to these technology advances? Let Aiah automate your business today using artificial intelligence and robotic process automation solutions. 

Send us a message at marketing@aiah.ai

 

Cheers to 7 Years!

Posted by Hey Aiah on Jul 28, 2020 2:46:02 PM

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Arranged by start date

 

At one point, we have all dreamed to create great things.

Here at Aiah, we are grateful that the dream of our founders, Gian dela Rama and Aldrich Abrogena, has become a fast moving tech company.

Each year, actually almost every quarter, the number of employees have increased quickly. For the past few years, we have spent days and nights at different office locations - whether shared office spaces, the Kickstart basement and, finally, our own head office.

Looking back in 2013 when Gian and Aldrich were just starting out, all they ever wanted was to do was to automate a process to make things more efficient and faster- from Synapse, to Cogito, Nudge, and finally, Aiah.

The company slowly grew and industry giants continue to recognize the company as one of the top innovative tech companies in the Philippines. 

There were many obstacles, of course. But the determination of each one in the team has proven that Aiah will fight for its mission to build the future of work.

Entering the 8th year as a company will have new set of challenges, but as we always do, we will not yield.

To the people who remained through out the years, and to the new members of the Aiah family, cheers to a wonderful year!

We’re on to the next one.

YEAR-7-email-banner

 

Skills of the Future

Posted by Hey Aiah on Jul 23, 2020 9:13:40 PM

Skills of the Future

The landscape of work is changing fast and people need a deeper understanding of how to prepare for the future of work.

We all need to keep up and adapt new skills to remain relevant, especially because this technology driven world is constantly changing. We are at the newest age of an industrial revolution of work and who is to say that this is the last.

With the ongoing global crisis, many businesses have shut down and economies have been disrupted.

This slowed down the productivity and operations of many industries. These sudden changes have caused repercussions to many businesses that resulted in retrenchment, skeletal workforce, and/or a complete shut down.

With this sudden shift, many enterprises have digitized their operations and services.

As a result, many jobs have been compromised. New career assessment and hiring platforms have emerged to provide and support those who are in need.

Employees in the retail industry, banks, traders, food chains, tourism and transportation are primarily hit by the crisis. How will, for example, shops survive if malls are closed? While the best thing is to set up an online store and partner with a logistics company for delivery, what will happen to the workforce if their skills and services are not needed anymore? 

To prepare for the future of work, enterprises need to work on upskilling their working teams.

By enhancing employees' capabilities and learning the skills that will be more in demand for the future, enterprises can better prepare for the future of work.

Yes, automation can be a substitute to manual work that employees have been doing, but human skills will be in growing demand as technology continues to evolve. This is because humans have capabilities that technology can never replace.

Here are some skills that are predicted to be valuable for the future of work:

April15

 

  • Complex Problem-Solving

Develop skill sets that are used to manage and/or solve crisis in the workplace. Humans should be able to set priorities and determine the right solution to a given problem. While technology can create scenarios and algorithms to select solutions to certain problems, it still cannot react to ambiguity and cannot fully understand complex scenarios that require human judgement. 

  • Active Learning

Ensure your employees are free to experiment and get involved in situations where they can learn crafting strategies and methods. A hands on approach helps working teams better understand and learn particular work processes.

  • Creativity

Solve complex problems and find strategies to approach tasks. Managing a company should always allow a fresh influx of new ideas and unique perspectives.

  • Collaboration

Working together with other employees to meet the goals of the company is always important. While technology can be programmed to work well with other software and lines of code, the human capability of working together with other humans can never be learned by technology. By practicing empathy and listening to each team member, humans will always be best at collaboration.

  • Technology and Design

Always aim for being attuned to the latest tech trends, if they are relevant to your business. While we are all prone to be addicted to the flashy new gadget, we should always be able to understand what the business or team objective is before incorporating a new technology to a given process.

Also, because online customer journeys are now crucial to any business, design should not only be a priority, but it should also be involved in board room discussions. Designing an entire user journey should be of utmost importance - most especially in this current crisis. 

  • Innovation

Enhanced thinking skills and problem-solving capabilities will bring value socially and economically. Whether this involves innovation in building new solutions or in rethinking an entire business model, enterprises should never be closed to new ways of thinking and doing things. 

  • Analytical Thinking

Research, data gathering, and observation are critical components in solving problems quickly and coming up with fresh ideas. This will always be a strength for humans because humans can easily understand complex problems and can better weigh priorities for certain situations. 

The challenge now is this.

How will you prepare yourself and your employees for these skills? First, identify what they already have that might be valuable and work on it by integrating them to what your company needs. Online classes are popular and readily available for those with time and good internet usage. Also, enterprises should always be open to learning new skills, talents and capabilities. These "soft skills" should not only be celebrated but also recognized. 

The future of work is already here. Are you ready for it?