Converge ICT Solutions said Wednesday it tapped global technology company Salesforce to launch one of the first generative AI contact centers in the Philippines.
The contact center is expected to be operational by 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 2 million subscribers,” Converge chief operations officer Jesus Romero 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 innovating in every aspect of our business to better serve the broadband needs of our customers,” he said.
This builds off the existing relationship between Converge and Salesforce to deliver customer experience and democratize connectivity across the Philippines. In 2022, Converge adopted Salesforce’s solutions, including Service Cloud, Marketing Cloud and Mulesoft to 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,” said Sujith Abraham, senior vice president and general manager at Salesforce ASEAN.
“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 said.
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, the first predictive and generative AI platform on a CRM, will help Converge to increase productivity of their customer service teams.