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Manila Bulletin devider Business devider The Stock Market devider Converge to construct PH's first AI contact center

Converge to construct PH's first AI contact center

Published Dec 7, 2023 08:02 am

Converge ICT Solutions and artificial intelligence (AI) customer relationship management platform Salesforce will construct one of the country’s first generative AI contact centers that is expected to open by the second half of 2024.

Through the joint project, Converge will be able to utilize Salesforce’s Service Cloud, Field Service, and MuleSoft programs in harnessing predictive and generative AI through the Einstein and Einstein 1 Platforms.

Salesforce’s Einstein 1 Platform is the first predictive and generative AI platform on a CRM that will be deployed to increase productivity in the firm’s customer service section through the use of “Einstein Bots” that will help generate and process service-support replies and requests for faster resolution of cases per customer.     

According to the firm, the contact center can aid in reducing costs, optimizing productivity, and improving the speed and quality of customer services.  

Salesforce’s Professional Service teams will engage with Converge in end-to-end delivery, along with management analysis, and training for employees.  

Converge Chief Operations Officer (COO) Jesus C. Romero said the company is “leveraging the most modern technology to give the best customer experience” to their over two million subscribers.

“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 innovate in every aspect of our business to better serve the broadband needs of our customers,” he added.

“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,” shared Salesforce ASEAN Senior Vice President and General Manager Sujith Abraham.

 

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