CSR

As well as participating in activities organized throughout the year to promote the potential of the elderly who are interested in technology and are ready to adapt to the changes. Held every month in association with the Ban Pan Rak Association Which is an organization established for charity to take care of activities for the elderly With the AIS Call Center project that has organized activities “Volunteer Speaker Project with Ban Panrak” encourages the elderly to develop their capabilities as well. The training has been established since 2018 on the importance of education in the elderly. It is also important to build a good relationship with the elderly with the family. To people of similar age Including between service providers, In addition, he is aware of the effects of promoting the elderly to Thai society. Create goals for daily life Including expectations for promoting responsibility to the elderly. To maintain morality in Thai society Therefore participate in social responsibility (CSR: CORPORATE SOCIAL RESPONSIBILITY) by starting the training activities 2 times a month with the participants as the target group of the elderly of 30 people. The activities have the following objectives. To promote happiness Confidence and self-worth to the participants. To help promote Collaboration of individuals in society To help the elderly have activities that are beneficial to themselves and society as a whole To give employees the opportunity to develop communication skills Develop the format of teaching and learning media between the elderly and the process, operation steps, etc.

Touching Story “BAAN PAN RAK”

by Patcharee Wiriyathanasombat (ACC’s Trainer)

Good Monday Morning

“My 59-year-old student, P’Roongtip came to me and ask me to teach her how to edit pictures. She said she was afraid of copyrights every time she used pictures she found on the Internet. After photo editing class ended, she happily came to me again and showed me a picture she edited. It wrote “Good Monday Morning” (Sawasdee Wan Jan). She sent this picture to her children and they surprisingly asked her how she knew how to edit the picture. P’Roongtip proudly said she learned it from Baan Pun Rak and I could clearly see her smiling face.”

Eagerness has paid off

“P’Tawatchai is a newbie at Baan Pun Rak, but his eagerness is not new. After the workshop ended, he thanked me for teaching him how to use iOS smartphone and told me his story. He said he is a computer teacher and he knows everything about computer but smartphone is another thing. He used to ask his children to teach him but they were so bothered that they didn’t want to. He had been looking for a smartphone class but an embarrassment stopped him. He didn’t want to be in a new-gen class where he is the only one who different. Baan Pun Rak is a place for him, he is not different and he is not ashamed to learn anymore.”

Why is Good Morning picture so important?

“On a day of photo editing class, I have learned why the elder likes to send picture with words written good morning to their children and friends.
1. It is their greeting. Sending “Good Morning Monday” and well-wishing are Thai greeting tradition. Sending the picture to someone, is to greet them before going to school or to work.
2. Picture speaks louder than words. Aging is making their vision changed and smartphone keyboard is too tiny to see. The easiest way is to send picture with written words.
3. Sending pictures everyday means they are still alive, and if one day no picture is sent, that might mean the sender is long gone.”

See their face again

“One of my elderly friends told me after attending the workshop that the technology has helped him. His children are currently aboard, and Facebook has helped him see how their lives are going. On his Facebook feed is their children posting about their lives. Of course, there are only words, pictures and videos, but after he can use the Face Time feature, now he can talk to them, and their bond is never gone.”

Me in the future

“To teach someone, you must understand them first. The elder often ask a lot of questions though it is the question you have given them the answer. They will keep everything we said in their notebook and will write everything down until they can remember. We should learn to understand their physical condition and willingly answer them because they are us in the future.”

“AIS Call Center: Angel Team” Project was established to respond to user behaviors from different customers during their ages combined with technology to create customer relationships by people. Therefore designed this service to support users with an average age between 60-75 years and older who have problems with the use of smartphone devices. Contact to receive the service from the AIS Call Center by yourself, such as installing applications How to use the functions of a complex application such as sending pictures or video through LINE application Including general usage such as how to call in-out, receive calls, how to apply and check the internet, etc., with expert staff who has special qualities in communication Since the type of service that is suitable for helping the elderly should use direct communication methods through conversation. With details clearly explained With care In order to understand the factors of the age range that affect the perspective of accessing data in different ways Must be conducted by people with specific qualifications with skills in listening to opinions And negotiations with people of different ages

We have more than 100 workers in the care method. The process of caring for elderly customers is done via telephone contact. Start surveying or questions including several problems according to customer needs. Along with explaining the steps in detail to give an answer that is fit for each elderly person. It is a way that makes it convenient for elderly customers to access. Since nowadays, users aged 65 years and over have contacted the AIS Call Center service more than 24,000 numbers per month By the main target group. The elderly will receive appropriate services and answer more from the communication with Angel Team staff who can take care 24 hours a day.

Ads : Teach me for the last time? (base on true story)

Lung Sa-Nguan

AIS Contact Center Angle Team

We also launched Call Queue Reserve Service which is free for the senior who wait and was put on hold via voice contact channel. Normally, the senior, who needs to contact the agent, dislikes waiting in a call queue. If the agent is not ready at that time. “Call Queue Reserve Service” will calculate the user’s estimated waiting time and offer them “Real-time queue reservation”. Then, the senior can instantly hang up the phone call, while the service will generate a simulated queue similar to the live user whose call is still on hold. Finally, the right agent will automatically contact back to the senior when their queue is reached. According to a senior survey which was conducted after launching this service, 90% of them are very happy. They said, “This service affords them with quick and simple service and it also saved their time”.

AIS Contact Center launched a chatbot named, “Ask Aunjai” which works as an automatic text chat for AIS product and service-related examinations. In July 2018, this chatbot technology and its related knowledge sharing function were besides enhanced and outfitted with Advanced Artificial Intelligence (AI) technology. Ask Aunjai was able to provide answers which encompass a wide variety of products and services as well as engaging in live chat with users on a greater variety of topics and questions. It can understand more than 200 intents, along with responding to users by practicing digital content both videos and digital content.

in Mar 2017, AIS was the 1st Telco in Thailand to launch its “Thai Speech Recognition” technology. This service replicates human-like interaction as it was designed specifically for both the young and old generations. The customer could easily receive the solutions by speaking the problem in “Natural Thai dialog”. Then, IVR will process and deliver excellent service by transferring the information very quickly to the users in order to receive the right solutions or promoting self-service. This initiative has resulted in reducing users’ handling time to find the service on IVR (i.e. from 1.17 minutes to less than 37 seconds).

In 2007, AIS joined the Foundation for the Blind in Thailand under the Royal Patronage of H.M. the Queen launching
the Call Center to create job opportunity for blind citizen.  This project is too support AIS Mission on returning benefits in various forms
to the society through Corporate Social Responsibility (CSR)

2011_
• CSR Activity
Donation of used calendars for Thailand Assosiation of the Blind
2012_
• CSR Activity
Donations to Baan Aree Organization
2013_
• CSR Activity
Donations to Baan Aree Organization
2014_
• AIS-Careers Promoting for Disabilities Project (CSR Project)

• CSR Activity
Giving Lunch at Rajvithi Home for Girls

• CSR Activity
Selling Poppy on The Thai Veterans Day

• Most Innovation Implementation of Automatic Service in IVR 2014

2015_
• CSR Activity
Donations to Baan Aree Organization

• CSR Activity
Giving Lunch at Rachawadee Home for Persons with Disabilities Protection and Development

• CSR Activity
Donations at The foundation for Children Disabilities

• CSR Activity
Volunteers of Sewing Breast Cup for people suffering from breast cancer

• Donations at Home for Handicapped Animals Foundation

2011_
• The Awards of Private Sector Organizations to Promote Careers Disabled in Honor of the Private Sector in the Promotion of the Disabled​ by
Department of Empowerment of Persons Disabilities

• CSR Activity
Donation of used calendars for Thailand Assosiation of the Blind

2012_
• CSR Activity
Donations to Baan Aree Organization

• Most Aspiring Call Center Award 2012 by Thai Direct Marketer Association

2013_
• Best Employer Thailand 2013 by Aon Hewitt

• Best Employer Thailand 2013 for Generation Y by Aon Hewitt

• Awarded of Best Customer Experience Management of the Year 2012 TELECOMMUNICATIONS (Asia Pacific Customer Service Consortium)

• CSR Activities at The Redemptorist Foundation for People with Disabilities

2014_
• AIS-Careers Promoting for Disabilities Project (CSR Project)

• CSR Activity
Giving Lunch at Rajvithi Home for Girls

• Best Handling Complaints Contact Center Award 2014 by Office of the Consumer Protection Board

• CSR Activity
Selling Poppy on The Thai Veterans Day

• Most Innovation Implementation of Automatic Service in IVR 2014

2015_
• CSR Activity
Donations to Baan Aree Organization

• CSR Activity
Giving Lunch at Rachawadee Home for Persons with Disabilities Protection and Development

• CSR Activity
Donations at The foundation for Children Disabilities

• CSR Activity
Volunteers of Sewing Breast Cup for people suffering from breast cancer

• Donations at Home for Handicapped Animals Foundation

• Best Handling Complaints Contact Center Award 2015 by Office of the Consumer Protection Board

2016_
• Honorable Fame Trophy at The Redemptorist Foundation for People with Disabilities

• Best Customer Self service Innovation Award 2016 (Avaya Technology Forum in US)

• CSR Activity on International Day of Older Persons

• “CSR Activity
Selling Poppy on The Thai Veterans Day”

• “CSR Activity
Volunteers of Making Salt Licks(artificial mineral licks) for Animal in the forest”

2017_
• CSR Activity
Activity on Children’s Day

• Thailand ICT Awards 2017 “Smart Social Solution 2017(TICTA)

• CSR Activity
Cattle Lives Saving for Merit Foundation

• The Outstanding Business Awards

2018_

• Best in Digital Excellene 2018 Award @Singapore

• Thailand Zocial Awards 2018– Best Brand Performance Award by Platform Pantip


Corporate Award: Contact Center of the Year
Individual Award: CEO of the Year

• CSR Activity
Volunteers of Tree Planting

2019_
• Thailand Zocial Awards 2019– Best Brand Performance Award by Platform Pantip

• Customer Relationship Excellence Outstanding
Achievement of the Year 2019
The Best Contact center of the Year 2019

The Best Use of Technology of the Year 2019

The Best Social Media Program of the Year 2019

• Top Ranking Performers in the Contact Center World Awards

Best Contact Center in APAC 2019

Best Use in Social Media in APAC 2019