Case Study: Philippines Department of Trade and Industry automates citizen support across six groups with Proto

The DTI improves citizen experience with AI-enabled citizen support

The Philippines Department of Trade and Industry (DTI), the nation's prime mover for consumer wellbeing, faced a structural challenge in managing a high volume of citizen queries across its six distinct functional groups. With no unified intake system, agents struggled to correctly route enquiries, leading to inefficiencies and extended response times. To address this, DTI partnered with Proto to innovate its citizen support using the vendor's AICX Platform.

Proto’s solution was the Trade & Industry Assistant (TIA), an AI agent that automated query intake and resolution. TIA served as a single entry point, implementing DTI's No Wrong Door policy by accurately classifying and routing all queries, including consumer complaints, in five local languages. This resulted in an average response time of six seconds and processed 720,000 interactions in a year, a 68% YoY increase.

Philippines Department of Trade & Industry

Mary Jean Pacheco

Undersecretary