AIS Thailand embraces AI in intelligent customer support

AIS Thailand has been on a customer-focused, multi-stage digital transformation since 2017. In 2023 we looked at how it was transforming into a ‘Cognitive Tech-Co’. In this case study we examine the progress made in automating and applying intelligence to customer care. Empowered by new integrations, LLMs and digital twins, AIS is now able to predict, prevent and resolve problems faster than ever, while providing efficient and easy-to-access digital care via its MyAIS super app. It has also deployed an intelligent copilot to boost the performance of its field maintenance engineers.