The Employees’ Compensation Commission (ECC) strengthens its public assistance service starting this May 26 with the introduction of a chatbot facility with a live agent on its Facebook page and the ECC website.
The ECC chatbot stimulates and processes human conversation and allows ECC clients to interact with digital devices as if they are communicating with a real ECC employee. It provides a more efficient and systematic 24/7 online public assistance to ECC clients and the public. The chatbot is programmed to answer frequently asked questions (FAQs) about the ECC and the Employees’ Compensation Program (ECP).
“The ECC understands the value of information to the public and recognizes the important role social media plays in information dissemination. That is why, we launched our Facebook page in 2015 with the aim of amplifying the awareness of the public on the benefits and services the ECC provides,” ECC Executive Director Stella Zipagan-Banawis said.
From a little over 1,000 likes in its first year, the Facebook page has now accumulated more than 500,000 likes. Along with the significant growth in its following comes the surge of messages received. To ensure that public assistance is timely provided and queries are answered efficiently, the ECC tapped the use of a chatbot to help in capturing and answering all queries sent on its Facebook page.
“The ECC places the Filipino people, especially our workers who suffer from work-related sickness, injury, or death, at the core of its service. We want to make sure that we deliver excellent service to them by being responsive to their needs. Through the chatbot, we provide 24/7 online public assistance, enabling the public to have their basic questions on the ECC and the ECP answered immediately,” Banawis said.
As the chatbot is automated and self-operating, it provides a direct and faster assistance and requires lesser manpower in comparison to the regular customer service operation that is limited to the regular work operations and subject to the availability of manpower. The chatbot is set up with a menu of questions that are instantly answered except for complex questions where a live agent or ECC representative takes charge.
In addition to its efforts in strengthening its online presence, the Employees’ Compensation Commission continues to increase public awareness on the Employees’ Compensation Program through its information dissemination campaign which includes radio programs, SMS text blast, press interviews and publication of press releases in multi-media platforms. Despite the challenges presented by the CoViD-19 pandemic and the restrictions due to the community quarantine, the ECC also remains committed in making its benefits and services known to the public through the conduct of webinars, in place of the usual face-to-face seminars.
D. Lacson – REU3