Ever since the ‘mainstreaming’ of artificial intelligence via the public introduction of large language models like ChatGPT in 2022, the technology has become the new buzzword in the ICT space. Every new innovation is dubbed as ‘artificial intelligence’, and is often compounded with automation. Converge ICT Solutions Inc., for one, is determined to spell out the difference and make its operations truly intelligent, with verified AI tools that will not only make business more productive but will also create an enhanced experience for its more than 2 million Filipino customers.
Speaking at Dreamforce 2024 – the flagship event of customer relationship management giant Salesforce – in San Francisco, two Converge executives discussed the nuances of using AI for your business, and how Converge is decidedly exploring AI tools in its operations.
“We wanted to do two things (with AI-powered tools). First, we wanted to give customers more self-service options that are frictionless and easy to use. Second, for our agents, they will be assisted by the Einstein co-pilot tool which prompts our agents with suggested responses,” said Chief Operations Officer Jesus “Boboy” Romero, who discussed the weaving of AI into Converge customer service operations.
In July, through the AI tools, Converge contact center agents were empowered with access to billing, payments, and customers’ equipment details, helping them to provide more efficient and personalized support. This was in stark contrast to the old legacy system which did not give a “360° view” of the customer.
According to Romero, further enhancements are being undertaken to ‘customize’ the AI tool to become proactive or even predictive; this means that even before the customer approaches with his query on what’s the problem with his internet connection, the agent already has a ready answer and solution for troubleshooting.
With so much ‘intelligence’ especially on customer profiles, how safe are these AI tools? Converge Chief Executive Adviser Eugene Yeo puts these worries to rest, and highlights the efficiency gains to be had by Converge customer agents when these Salesforce AI tools are used.
“If you look at AI, the telco industry is very highly regulated right now and one of the key challenges is confidential data that shouldn’t be shared with an LLM (large language model). We have to make sure that whatever AI we implement has a clear demarcation and not be part of the public LLM model, but still part of the feedback loop. That’s something we appreciate in the architecture of Salesforce,” said Yeo.
“We are implementing AI in several platforms right now, some are provided by Salesforce, some by other operators but ultimately it’s about embracing AI and utilizing it to drive customer experience. My advice to Philippine businesses is not to build these machine models yourself – that’ll take a lot of time – but to make use of what’s there in the market and leapfrog in your business. Really focus on those use cases to drive business value,” added Yeo.
A further implementation of AI is in the works with Converge data centers; with this business also poised for growth, Converge recently partnered with US-based tech giant Super Micro Computer Inc. to jointly establish artificial intelligence-ready, green data centers in the Philippines. These data centers will feature servers ready to handle AI workloads.
“AI, in as much as it can make us ‘work smarter’ and improve our efficiency, will always be part and parcel of our operations. We can’t do without it any longer – the satisfaction of our customers depend on it,” said Yeo.
The Dreamforce conference was held recently in San Francisco, and is one of the largest global tech events to take place this year, with an audience of more than 180,000.
