As enterprises embrace advanced Generative AI (GenAI) for security and efficiency, Globe is using this technology to improve its operations, enhance network performance, and boost customer service.
This move aligns with a GSMA outlook predicting widespread AI adoption among telcos by 2025 in driving business objectives including improved customer experience and financial performance.
“The integration of generative AI is central to our efforts to improve both our operational processes and the services we provide. AI enables us to drive efficiency and sustainability, ensuring that we meet the evolving needs of our customers and the environment,” shared Anton Bonifacio, Globe’s Chief AI Officer.
Globe utilizes GenAI in its network to prevent service interruptions and improve uptime, while also applying it to backend operations for more efficient energy use.
In customer service, the company is looking to adopt Tagalog-fluent AI conversational models to better understand and respond to customer queries, which will reduce wait times and increase satisfaction.
GCash, Globe’s financial services arm, leverages AI for automated credit scoring, which enables faster loan approvals.
Globe also views AI as a powerful tool to make employees happier by streamlining tasks, improving work-life balance, and freeing up time for more impactful work. This, in turn, drives better customer experiences and, ultimately, increases shareholder value.
Employees are also empowered to build their own bots to address their own work needs and enhance workflow and productivity.
For Globe, responsible AI is a critical component in driving sustainable digital transformation. It has adopted the GSMA’s industry-first Responsible AI (RAI) Maturity Roadmap to ensure its AI delivers business value while contributing to sustainable development.
