PTCL Group, Pakistan’s top telecommunication and ICT services provider comprising PTCL & Ufone 4G, has partnered with STech.ai to integrate an innovative AI platform. This platform integrates advanced technologies like Urdu-based Large Language Models (LLMs), Automatic Speech Recognition (ASR), Natural Language Processing (NLP), and Machine Learning (ML) to enhance its customer service system.
The platform aims to improve quality management systems by offering enhanced customer sentiment analysis and valuable insights, advancing PTCL’s overall customer experience strategy. This strategic initiative emphasizes PTCL Group’s dedication to excellence in customer experience.
At PTCL Group, customer centricity is crucial, driving ongoing investment in innovation and process refinement. Simultaneously, the company innovates and enhances its business processes by leveraging cutting-edge technologies and customer feedback, ensuring each interaction is seamless, responsive, and efficient. Looking forward, integrating innovative AI will raise customer experiences to new levels, setting a benchmark for the industry.
Hatem Bamatraf, President & Group CEO of PTCL & Ufone 4G, expressed enthusiasm for the initiative, noting: “Leveraging modern technologies like AI will significantly enhance our customer experience. AI is poised to transform the industry, and PTCL Group is proud to lead this journey.”
Ahmad Kamal, Group Chief Customer Care Officer, added: “We’re excited to launch the industry’s first Urdu Language AI-enabled Customer Services platform. Moreover, this initiative aligns with our vision and underscores our commitment to superior customer experience. This program will greatly enhance our customer experience going forward.”
Adeel Saeed Chaudry, CEO of STech.ai, stated: “Partnering with PTCL Group is a milestone for us. As an AI company specializing in Conversational AI under the BOTWA brand, our latest AI-driven customer experience solutions showcase our commitment to digital transformation as well as customer service excellence.”
PTCL Group anchors Pakistan’s telecommunications and digital services landscape, recognized for its extensive telecom and digital infrastructure serving a nationwide user base. Furthermore, its state-of-the-art fiber network, comprehensive cellular and digital services, and financial offerings significantly enrich the lives of millions of customers daily.
