December 7, 2023. True Corporation, Thailand’s leading telecom-tech company, has eliminated all paper forms across all its True and dtac shops, replacing them with digital processes that are faster and better protect customers’ personal data. The paperless service will reduce True Corporation’s carbon footprint and are part of the company’s ambition to automate 100% of its repetitive processes by 2027. These recent changes will save customers a collective 400,000 hours per year.
True Corporation Deputy CEO Sharad Mehrotra said, “It’s always our ambition to improve our customers’ experience across all our shops and service channels. We are continually adopting innovative solutions, such as artificial intelligence and robotic process automation, to speed up service and improve data privacy. By removing 100% of paper forms, our shops are making it much easier and more convenient for customers to use our services. Going fully digital also protects customer data much more effectively and reduces our environmental footprint.”
Before the switch, True Corporation still used 24 paper forms that customers had to fill out manually. In addition to being time consuming and having a negative environmental impact, paper forms carry a risk of error that can be introduced when they are keyed into the system. The new digital platform removes this step and improves data privacy with strict protections on who can access customers’ data.
Not only the paper forms were removed, but their processing has been automated with robotic process automation, which enables virtual robots to perform tasks that are highly time-consuming but follow clear rules. This can tackle 80% of approval processes that customers had to wait for in shops, making them nearly instant. True Corporation is also adopting artificial intelligence to automate the remaining 20% so that the time saved for customers will increase from 400,000 to 500,000 hours per year in Q1 2024.
The move is part of a wider drive to automate dtac and True service channels. As of now, agents in shops and call centers already rely on AI-powered solutions that instantly diagnose issues, make more relevant recommendations, and reduce handling times by 35%. This is in addition to AI-powered chatbots which process 150,000 customer requests per month.
Automation is one of over 100 initiatives True Corporation is conducting to achieve THB 250 billion in net synergies between 2023 and 2030. As part of these synergies, about THB 65-70 billion are from unified organization and operations, which includes modernization and automation.
In addition to embedding AI in its own operations, True Corporation is also making AI technology available to its business customers. True Digital Group has developed solutions in retail, agriculture and health that combine data from IoT devices, 5G connectivity and machine learning. From smart hospitals to smart farms and smart retail, machine learning improves safety, speeds up logistics and reduces energy consumption.
“As a telecom-tech leader, True Corporation is committed to offering better, safer and more sustainable services to our customers. We are equally committed to sharing our solutions beyond True, to advance digital transformation for the whole country,” Mr. Mehrotra said.
