Globe Business, the enterprise arm of Globe Telecom Inc., a Philippine-based telecom and digital solutions provider, is leveraging Salesforce’s deeply unified platform to deliver personalised insights and recommendations throughout the entire customer experience lifecycle, reducing its overall customer service workload by 34 per cent.
KD Dizon, head of Globe Business, said: “We will continue transforming with AI to deliver exceptional and personalised experiences. Seeking customer feedback and being transparent about our use of AI is important to our strategy and keeping customers at the heart of our business.”
Transforming customer experience
To equip its sales teams with instant access to critical, specific, and relevant customer data, Globe Business has also piloted Agentforce, the agentic layer of the Salesforce Platform.
Automation and AI have also allowed Globe Business to reduce the volume of manual tasks. Service Cloud, Agentforce, and Einstein for Service deploy AI to automatically triage and classify incoming customer emails, routing them to the right team for resolution.
Generative AI capabilities embedded in the platform enable customer service representatives to respond to emails, request better, and classify and assign cases accurately.
The deployment in Globe Business resulted in a 28 per cent reduction in the volume of customer support tickets and a significant 34 per cent decrease in the manual workload of its technical support services team. Moreover, 80 per cent of cases are now accurately classified depending on what the customer is seeking help for.
“Customer expectations in the telecommunications industry have never been higher, especially in the areas of speed and service quality. Globe Business is leading the charge in the Philippines by embracing AI as a core driver of its transformation journey. We are committed to empowering trailblazers like Globe Business with the AI advantage to shape the future of customer and business innovation,” said Abraham Cuevas, regional vice president and country manager, Philippines, Salesforce.
