BusinessMirror February 23, 2020

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BusinessMirror THE POWER OF AI ROTARY CLUB OF MANILA JOURNALISM AWARDS

EJAP JOURNALISM AWARDS

2006 National Newspaper of the Year 2011 National Newspaper of the Year 2013 Business Newspaper of the Year 2017 Business Newspaper of the Year 2019 Business Newspaper of the Year

BUSINESS NEWS SOURCE OF THE YEAR (2017, 2018)

DEPARTMENT OF SCIENCE AND TECHNOLOGY

2018 BANTOG MEDIA AWARDS

PHILIPPINE STATISTICS AUTHORITY

DATA CHAMPION

n

Sunday, February 23, 2020 Vol. 15 No. 136

P25.00 nationwide | 3 sections 36 pages | 7 DAYS A WEEK

TARIKVISION | DREAMSTIME.COM

www.businessmirror.com.ph

A broader look at today’s business

DIGITAL CUSTOMER SUPPORT TECHNOLOGY ADVANCES IN SOUTHEAST ASIA

W

Contributor

HILE most Southeast Asian companies are now reaping the benefits of artificial intelligence (AI) in their operations, their Philippine counterparts still lag behind in the adoption of such technology to meet customers’ expectations and the kind of experiences this automation provides.

Today’s market, unlike before, is more demanding, especially when it comes to interaction with businesses. Technology plays a big part in this rapidly evolving behavior. Hence, brands need to embrace whatever change in the channels they have in order to continue to connect and reach their target market. Among the modern tools that create a big impact on the customer experience, or CX, is AI. Entities that use this increase productivity of agents, resolve tickets faster, and scale their support.

To establish a self-service strategy, high-performing support teams also tap AI. In fact, 84 percent of managers using it to assist clients have a self-help tactic in place. Zendesk, in its CX Trends Report 2020 that is based on industry research and product usage data from its 45,000 customers worldwide, shows that Filipino companies (4.8 percent) are slow adopters of AI-enabled customer support for resolving support tickets compared to their regional peers.

WEEDEZIGN | DREAMSTIME.COM

By Roderick L. Abad

Continued on A2

Expat families flee Hong Kong after double whammy of virus, protests By Bruce Einhorn

A

Bloomberg News

FTER a decade and a half in Hong Kong, New Zealand native Ian Jacob is calling it quits. The owner of a construction-materials company, Jacob and his wife were worried last year about the political unrest, especially after the temporary suspension of schools. “We watched as the situation got worse and worse,” he said.

With classes suspended again amid the coronavirus outbreak, the prospect of more home schooling for their 10-year-old daughter pushed them to take refuge in Auckland, New Zealand. Jacob said they’ll be moving back there for good once the school year ends in Hong Kong. “It’s just becoming an unsta-

ble environment to raise a child in,” he said. The debate about leaving Hong Kong—which began for many expats during the unrest last summer and fall—has taken on a greater urgency with the spread of the virus, which has claimed more than 1,800 lives globally, and caused many companies in the financial

PESO EXCHANGE RATES n US 50.6220

PEDESTRIANS wearing protective masks walk across a footbridge in the Central district of Hong Kong on January 29, 2020. Governments tightened international travel and border crossings with China as they ramped up efforts to stop the spread of the disease. PAUL YEUNG/BLOOMBERG

hub to require employees to work from home. Critics accuse Chief Executive Carrie Lam’s government of mishandling the latest crisis compared with Singapore, which has kept schools open. An exodus by expats like Jacob could further damage an economy already reeling from the unrest and the virus, with visitor numbers plunging and unemployment rising. Hong Kong residents who come from elsewhere play outsized roles in finance, law and other service industries that make the city a global business capital. About 690,000 foreigners and non-Hong Kong Chinese live in the Special Administrative Region, accounting for about 9.5 percent of the population, according to the 2016 census. Half were from the Philippines and Indonesia, the main sources of domestic helpers; the former colony also had about 35,000 Britons and 14,800 Americans. Continued on A2

n JAPAN 0.4515 n UK 65.2163 n HK 6.5067 n CHINA 7.2080 n SINGAPORE 36.1431 n AUSTRALIA 33.4865 n EU 54.6060 n SAUDI ARABIA 13.4967

Source: BSP (February 21, 2020)


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