AI comes to the Caribbean in a big way

Artificial Intelligence is coming to the Caribbean in a big way, with leading telecommunications provider Digicel announcing plans for a big rollout of AI technology to help handle and boost its customer care services across the region.

The regional Digicel headquarters in Jamaica is the first destination where the company is using its Ruby system to help resolve thousands of daily queries from mobile and business customers that would normally be handled almost exclusively by human staff.

But the company is quick to point out that Ruby is augmenting rather than replacing human customer care agents, saying that a large portion of complaints and inquiries about services have nevertheless been handled and resolved using fast growing AI tools.

“Since its launch in Jamaica, Ruby has supported more than 535,000 conversations, with the smart assistant successfully handling 55% of interactions without the need for human agent support,” the company said. The firm said that AI works at all hours and has so far been an efficient assistant in daily operations as it ”responds directly to customer feedback, including the need for faster access to support, assistance outside traditional business hours, and greater flexibility in how customers engage with us. It handles routine tasks such as checking balances, activating plans, paying bills, and resolving common technical issues. The company said the tool complements its customer care teams by “enabling them to focus on customers with more complex support needs.”

Caribbean leaders who met in St. Lucia last month did devote some time to discussing AI, its negatives and positives, and how the region should handle this technology currently rather than in the future.

In announcing its AI initiative, Digicel also issued privacy notices, warning customers that customer data can and will likely be shared with up to 30 third party processors, including ADA Support, but customers can demand to speak with a human agent while interfacing with the company.

“We’re committed to protecting your personal data and being transparent about how it’s used, so you can interact with us with confidence,” the company statement noted.