True Corporation spearheads AI utilisation for automation

True Corporation, led by Deputy Chief Executive Sharad Mehrotra, is positioning itself at the forefront of artificial intelligence (AI) utilisation with ambitious plans for widespread automation and paperless operations. The company’s recent hybrid conference, AI Gets Good, highlighted the critical need for an integrated approach that blends technology, people, and ethics.

Accenture research indicates that language-based AI could augment around 40% of all working hours, prompting True to employ machine learning in customer services. This implementation not only reduces errors but also safeguards customer data.

True’s commitment to responsible AI usage is underscored by its four guiding principles: AI should benefit humans, avoid discrimination, respect customer data and the law, and its decisions must be explainable.

Future goals are impressive, with True Corporation aiming to enable 100% of its shops, along with those of Total Access Communication (DTAC), to go paperless by this year. By 2027, the company is targeting 100% automation of all routine tasks.

This is part of over 100 initiatives aimed at achieving 250 billion in net synergies between True and DTAC from this year to 2030.

Automation has already significantly enhanced the company’s efficiency. Shop and call centre agents leverage AI-powered solutions to diagnose issues, make relevant recommendations, and reduce handling time by 35%. Additionally, AI-powered chatbots process 150,000 customer requests per month.

AI utilisation

True Corporation also uses machine learning in its networks to predict real-time usage at individual sites. During periods of low usage, idle equipment is switched off without affecting customer experience. This reduces energy usage by 10% to 15%, contributing to the company’s climate target of a 42% reduction in greenhouse gas emissions by 2030.

True’s ethical and responsible use of AI is echoed by Chaichana Mitrpant, executive director of the Electronic Transactions Development Agency (ETDA). Chaichana stressed the need for a transparent framework to manage AI, minimise risk, and boost economic growth. He acknowledged that Thailand currently lacks AI regulatory experience but assured that the ETDA is keeping a close eye on international AI developments.

The Thailand Automotive Institute is also preparing for AI’s impact, specifically concerning autonomous vehicles. President Kriengsak Wongpromrat highlighted the need for careful preparation, not only for the vehicles but also for road and traffic signals. Data security, privacy, and potential car hacking are also significant concerns, reported Bangkok Post.

Finally, the education sector is embracing AI technology, with computing science already being introduced in schools at the secondary level. Jittat Fakcharoenphol, vice-chair of the Computer Engineering Department at Kasetsart University, stated that the key challenge is creating a skilled workforce capable of handling rapidly evolving technology.

He urged AI developers to avoid bias in their projects and emphasised the importance of balanced data training and project transparency.