CSR

“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.

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)

• 46 disabled agents from 1.12 Mil. disabled registry in Thailand had an opportunity to work at Call Center during 2007- 2013​
• There are 2 types of CSR support; build the capability @ACC and @Disabled Foundation
• Job Opportunity for Disabled Citizen ​ACC CSR Project
• AIS Call Center for People with Disabilities (PWDs) 10 Province, 13 Location