Broadband service provider Converge ICT Solutions is building an artificial intelligence (AI) powered contact centre in the Philippines to improve customer support and management services.
Converge hopes the facility to be operational by the second half of 2024, transforming operational efficiency and digital experiences for their residential and enterprise customers.
The company has earlier adopted Salesforce’s solutions, including Service Cloud, Marketing Cloud, and Mulesoft to significantly improve case routing processes and average case handling times.
It looked for a system that provides an omni-channel view and offers more case management functionalities and automation at scale to further streamline processes and strengthen customer relationships.
The contact centre will now leverage Salesforce’s generative AI solutions to bring improvements in efficiency, scalability, and data-driven insights.
Salesforce’s Einstein 1 Platform, a predictive and generative AI platform on customer relationship management (CRM) helps Converge increase the productivity of its customer service teams.
The new features 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.
Converge's chief operations officer Jesus C. Romero said this is in line with their goals "to digitalise support channels and encourage self-service, reducing the time to respond to customers and making meaningful decisions with data."
Using AI tools is seen to reduce Converge’s costs, optimise productivity and improve the speed of customer service resolution at every touchpoint.
Romero said Converge has paved the way for the more meaningful use of AI in its network operations at the back end and now is embedding it into customer-facing operations.
"We are committed to innovate in every aspect of our business to better serve the broadband needs of our customers,” he added.
Converge plans to expand the use of MuleSoft for further integration, connecting data across key business systems.
