Case Study: Securities and Exchange Commission of the Philippines automates citizen inquiries with Proto's CAROL AI agent

AI citizen experience for the SEC of the Philippines

The Securities and Exchange Commission of the Philippines (SEC) faced the challenge of managing a high volume of citizen and business inquiries across its 10 departments in multiple local languages. Adhering to the government's 'No Wrong Door' policy, the SEC needed a modern solution to automate responses, handle complex cross-department routing, and reduce the growing operational burden on its frontline staff. The commission partnered with vendor Proto to address these needs.

Proto implemented its AI agent, named CAROL, to automate the SEC's customer service. The solution handles inquiries in English, Tagalog, and Taglish, automatically resolving 100% of chats without manual intervention and dramatically reducing agent workload. This resulted in 7.6 million automated interactions annually, a 56% year-over-year increase, and resolved 70% of complex enquiries within the chat, eliminating the need for ticket escalation.

Securities and Exchange Commission of the Philippines