Globe Telecom Inc. said Thursday it is expanding its use of artificial intelligence (AI) across its business to enhance customer service, optimize network operations and streamline financial services.
Globe president and chief executive Ernest Cu said that with its digital transformation in full swing, the company is harnessing the potential of AI to provide unparalleled service and innovative solutions.
“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, the company said.
The company said it is exploring conversational AI products in customer care 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.
“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,” said Cu.
