Fiber broadband provider, Converge, wins an award for their innovative use of artificial intelligence. This was announced at the recently held 'DTW'24 - Ignite & Innovate Asia 2024' in Copenhagen.
Converge teamed up with Telecom Argentina, Vodafone GmbH, and the Vodafone Group in the project called "AI-driven EBITDA Mastery: Revolutionizing Customer Journeys." The project, which aims to improve customer service and increase company profits by up to 30%, uses AI to analyze customer data.
It was applied to two use cases: a billing inquiry of a customer and a technician who encountered an issue while installing a line. From the "AI architecture" or solution, the company could personalize its interactions with customers and recommend additional services. In the case of the field technician, AI can suggest solutions based on past repairs. This speeds up the process of fixing the issue. To further improve efficiency, AI can also automate some troubleshooting.
Benefits of the project include faster resolution times for customer problems and inquiries, an increase in productivity and revenue, and a potential reduction of up to 57% in operational expenses.
Converge CEO and Co-Founder Dennis Anthony Uy praises the company's win and highlights TM Forum's Catalyst program as a perfect platform to showcase how Converge, together with its partners, tackled customer journey issues and ultimately improved crucial customer-facing processes. Uy emphasized that this is a framework they intend to implement to enhance customer experience using AI.
The solution leverages TM Forum's Open Digital Architecture to facilitate seamless access by the AI models to process dynamic data. TM Forum is a global alliance of telco and tech companies. The Catalyst program unites industry leaders to develop ground-breaking solutions using open APIs, automation and AI.