PTCL Group integrates advanced AI to achieve customer service excellence

Islamabad: Pakistan’s largest telecom and ICT service provider, PTCL Group (PTCL & Ufone 4G) has partnered with STech.ai to integrate an innovative AI-based platform that leverages advanced technologies including Urdu-based Large Language Models (LLM), automatic Speech Recognition (ASR), Natural Language Processing (NLP) and Machine Learning (ML) to improve the customer service system.
Customer orientation is paramount at the PTCL Group, which inspires the Group’s commitment to excellence in both customer experience and service delivery. The company is constantly investing, innovating and improving its business processes. It uses innovative technology and customer feedback to improve every interaction, ensuring that every service touchpoint is seamless, responsive and efficient to promote reliable and rewarding experiences for its valued customers.
Hatem Bamatraf, President & Group CEO, PTCL & Ufone 4G, expressed his enthusiasm for the initiative and said, “Using current technologies like artificial intelligence will enable us to significantly improve our customer experience.
Ahmad Kamal, Group Head of Customer Care commented, “We are excited to announce the launch of the first AI-enabled customer service platform in Urdu. This initiative is in line with our vision and underlines our commitment to be the best in customer experience. Using this program will greatly improve our customer experience in the coming days.”
Adeel Saeed Chaudry, CEO of STech.ai (originating from the MENA region) said, “Partnering with PTCL Group is a proud milestone for us. As a pioneering AI company specializing in conversational AI under the BOTWA brand, our latest AI-based customer experience solutions demonstrate our commitment to digital transformation and customer service excellence.
PTCL Group is the backbone of Pakistan’s telecom and digital services landscape. It features an extensive telecommunications and digital infrastructure serving a nationwide user base. Its state-of-the-art fiber network, comprehensive mobile and digital services, along with financial offerings play a key role in improving the personal and professional aspects of life for millions of customers every day.