DTI Albay sends ‘Gab’ to handle consumer complaints

GET THE CODE Trade and Industry and other government officials in Bicol part the curtains, revealing the QR (quick response) code that allows access to the “Gab” chatbot designed to help consumers with their concerns and complaints during its ceremonial unveiling in Legazpi City on March 15. —CLARENCE ROI GILLEGO

LEGAZPI CITY—The Department of Trade and Industry (DTI) in Albay has launched an artificial intelligence (AI) chatbot named “Gab” or “Gabay sa Tamang Reklamo” to cater to consumers’ complaints in the province.

Gab, the first interactive platform created in the country under the DTI to guide consumers in lobbying for their concerns, was launched on Friday at the Pacific Mall Legazpi, to coincide with the celebration of Consumer Rights Day spearheaded by the DTI in the Bicol region. “If they encounter issues and concerns, for example, about substandard products, Gab will give the exact response to your questions. It will give exact direction or exact guidance on what to do,” said DTI Bicol chief Dindo Nabol in a speech.

Gab will also allow DTI to direct consumers to other agencies that are in a better position to address their concerns, according to Nabol.

“Usually, all the complaints are being thrown at DTI and we cannot accommodate them all. Under the Price Act, there are only certain products [under our jurisdiction]. So, the launching of Gab will really help us to also minimize the load of complaints that our agency receives,” he said.

Gab is accessible on the Albay consumer website (https://www.consumernetalbay.ph) by clicking the “Itanong kay GAB” (ask Gab) button on the website. To download Gab, its QR (quick response) code, which was also publicly displayed at the Pacific Mall Legazpi, is likewise posted on the site.

READ: DTI taps private sector to intensify consumer rights info drive

Nabol, in a phone interview on Sunday, said they were conducting dissemination efforts, which include posting the QR code on social media, in public offices, schools and businesses, so that more people could find it.

Useful for seniors

If Gab piloted in Albay becomes successful, “this will be replicated in other provinces in the Bicol region and hopefully in other regions of the country,” he said.

Anastacia Conda, one of the attendees from Albay’s Senior Citizens Federation, said having Gab was most welcomed, adding that although technology use is difficult for senior citizens like her, they could still adapt to these.

“This will really be a big help for us consumers, as we can easily raise our concerns through the use of our [smartphones],” Conda said.

The project was a collaborative endeavor between DTI Albay and the private company Pixie operated by White Cloak Technologies.

Ramon Perez, the company’s representative who attended Gab’s launching, called on AI practitioners and developers to join hands in promoting responsible AI use.

“We should not create products that will be a disservice to the public. All of us should align on how to design AI responsibly,” Perez said.

He added: “AI in itself is very risky already. We should not add to the burden of our consumers when it comes to security. As web designers, we should secure the data of our consumers by strengthening stands and security protocols.” INQ