Converge ICT Solutions has tapped Salesforce, an AI customer relationship management (CRM) platform and global technology company, to help it launch one of the first generative AI contact centers in the Philippines.
This contact center will be one of the first of its kind in the Philippines, spearheaded by the nation’s fastest-growing fixed broadband service provider. It is expected to be operational in the second half of 2024.
“We have the best-in-class network, now we are leveraging the most modern technology to give the best customer experience to our more than two million subscribers,” Jesus C. Romero, Converge chief operations officer, said.
“We paved the way for the more meaningful use of AI in our network operations (in our back-end). Now we are embedding this into our customer-facing operations, in customer experience. We are committed to innovate in every aspect of our business to better serve the broadband needs of our customers,” he added.
The project builds off the existing relationship between Converge with Salesforce to deliver exceptional customer experience and democratize connectivity for all across the Philippines. In 2022, Converge adopted Salesforce’s solutions, including Service Cloud, Marketing Cloud, and Mulesoft to significantly improve case routing processes and average case handling times.
“This expanded relationship represents the next step in our journey of transforming customer experiences with Converge. Our trusted AI-powered solutions will help Converge deliver more efficient and personalized experiences to customers across all touchpoints,” Sujith Abraham, senior vice president and general manager, Salesforce ASEAN said.
“We’re excited to work closely with an industry leader like Converge to harness the power of generative AI in one of the first of its kind contact center in the Philippines,” Abraham added.
The new contact center will leverage Salesforce’s generative AI solutions to bring improvements in efficiency, scalability, and data-driven insights. Salesforce’s Einstein 1 Platform, which is the first predictive and generative AI platform on a CRM, will help Converge increase the productivity of its customer service teams.
The new features will include leveraging Einstein Bots for simple requests, surfacing relevant Service Replies for agents-assisted support, and real time, or fast, analytics such as predicted churn on the profile of each customer. This is in line with the goal of digitalizing the support channels and encourage self-service, reducing the time to respond to customers and resolve cases, and making insightful and meaningful decisions with data.
With Field Service, Converge customers are offered greater transparency. Converge will also expand their use of MuleSoft for further integration, connecting data across key business systems.
With the contact center, Converge will reduce cost, optimize productivity, and improve the speed and quality of customer service resolution at every touchpoint.
Salesforce’s Professional Services team will work with Converge on its end-to-end delivery to help ensure a seamless implementation and maximum adoption. The collaboration will cut across change management analysis, implementation, training, and enablement for employees.
