Converge to deploy AI on the front line to answer customer queries

MANILA  -Converge ICT Solutions Inc. is building an artificial intelligence (AI)-enabled contact center—with human agents only as backup—to improve customer support and management services for its over 2 million subscribers.

By the second half of next year, the internet service provider hopes to operate the facility, which is backed by customer relationship management company Salesforce. This will be the first of its kind in the country, the telco said.

As of press time, Converge failed to answer questions whether a number of its workforce would be affected by the changes.

While Converge was employing bots, it said agent-assisted support was still available for customer queries.

The contact center will be equipped with Salesforce’ AI-powered solutions, including bots answering simple customer request and a platform generating real-time data analytics.

Cost reduction

Using AI tools is seen to reduce Converge’s costs and improve the speed of customer query resolution.

“We are committed to innovate in every aspect of our business to better serve the broadband needs of our customers,” Converge chief operations officer Jesus Romero said in a statement on Wednesday.

“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 in Asean.

According to The Economist Group, AI is viewed as a hot spot for investment in the next year as telecommunication and technology companies find more uses for it. The modern technology adoption is expected to grow given the continued rollout of data centers and servers to host the influx of data requirements for AI.

The use of AI, however, gave rise to an ethical dilemma with thousands of workers across the globe being replaced.

This year, Converge set aside P12 billion to P15 billion in capital expenditures. It has deployed nearly 7.9 million fiber ports across the country as of end-September. Its network covers 16.7 million homes or 77.85 percent of the population.

READ:  Converge boosting 2024 capex up to P15B

Included in its project pipeline are three data centers in Pampanga, Quezon City and Cebu, which are estimated to cost at least $60 million in total. It is also currently building the Bifrost Cable System and the South-East Asia Hainan-Hong Kong Express Cable System.

READ: Converge grows 9-month income on subscriber base expansion

Converge’s nine-month net income grew by 4.3 percent to P6.4 billion, lifted by revenues climbing by 7.2 percent to P26.2 billion. The top line figure was mainly accounted for by its residential business, whose revenues improved by 5 percent to P22.47 billion.