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Globe Group Expands AI Use for Better Customer Experience

Globe Group Expands AI Use for Better Customer Experience, Operational Efficiency

Leading digital solutions platform Globe is expanding its use of artificial intelligence (AI) across its business, aiming to enhance customer service, optimize network operations, and streamline financial services.

With its digital transformation in full swing, Globe is harnessing the potential of AI to provide unparalleled service and innovative solutions. Ernest Cu, President and CEO of Globe, highlighted the company’s commitment to AI integration.

"AI applications are widespread across Globe, such as in credit scoring within the FinTech sector of our business. We employ a substantial amount of AI and machine learning to determine the credit ratings of our millions of customers. In the area of networks in terms of optimization, in terms of operations, a lot of it can be automated as well through artificial intelligence,” said Cu.

AI is set to transform the way Globe interacts with its customers. In Customer Care, the company is exploring conversational AI products using a Tagalog large language model for improved communication. These advancements are not only about enhancing conversations but also about employing automation to solve complex problems efficiently.

Another significant area where AI is making strides is in Globe's lending business via GCash. The application of AI allows for the automation of credit scoring, offering swift and accurate loan services.

Meanwhile, Globe’s corporate venture builder 917Ventures is also exploring the use of AI in some of their ventures, currently in incubation. This is in line with their long-term goal of solving Filipinos’ most challenging pain points with their tech solutions products. 917Ventures looks to share more about these AI-driven ventures soon.

“The use of AI extends beyond customer interaction, playing a crucial role in backend operations such as network optimization and operations automation. This not only improves service delivery but also boosts the company’s operational efficiency,” added Cu.

Globe is also setting the pace in the fintech sector by employing machine learning algorithms for credit rating, which processes millions of customers' data to enhance financial inclusion and access to credit.

The adoption of AI is a testament to Globe's forward-thinking approach, positioning the company at the forefront of technological advancement in the telecom industry. By integrating AI across different facets of its business, Globe is not only optimizing its operations but also setting a new standard for customer service and financial solutions.

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