Manila, Philippines – In an effort to bring technology-driven transformation to the scene, Converge ICT Solutions recently announced a strategic collaboration with Salesforce, a global technology company and AI customer relationship management platform, enhancing customer experiences and operational efficiency in the Philippines.
In this collaboration, the two are geared towards the establishment of the first generative AI contact centre, leveraging Salesforce’s generative AI solutions and bringing improvements in efficiency, scalability, and data-driven insights.
Converge will harness the power of predictive and generative AI through Salesforce’s Einstein and Einstein 1 Platform, specifically designed to revolutionise operational efficiency and digital experiences for both residential and enterprise customers.
Salesforce’s Einstein 1 Platform, as the first predictive and generative AI platform on a CRM, will also enable Converge to leverage Einstein Bots for streamlined requests, present relevant service replies for agent-assisted support, and provide real-time analytics, including predicted churn for each customer profile. It is also set to employ Salesforce’s Service Cloud, Field Service, and MuleSoft.
With Field Service, Converge customers are also offered greater transparency, expanding their use of MuleSoft for further integration and connecting data across key business systems.
Talking about the project, Sujith Abraham, senior vice president and general manager at Salesforce ASEAN, said, “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 personalised experiences to customers across all touchpoints.”
“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 centres in the Philippines,” he added.
Jesus C. Romero, chief operations officer at Converge, also shared, “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.”
“We paved the way for the more meaningful use of AI in our network operations (in our back-end), and now we are embedding this into our customer-facing operations in the customer experience. We are committed to innovating in every aspect of our business to better serve the broadband needs of our customers,” he concluded.
The new contact centre is scheduled to be operational in the second half of 2024, aiming to reduce costs, optimise productivity, and enhance the speed and quality of customer service resolution at every touchpoint. This is consistent with Converge’s commitment to digitise support channels and promote self-service.
