Converge ICT Solutions Inc., the leading fiber broadband provider in the Philippines, has emerged victorious at TM Forum’s Moonshot Catalyst Awards. Converge, along with their partners, won the AI Challenge award for their innovative project, “AI-driven EBITDA Mastery: Revolutionizing Customer Journeys.” This project leverages artificial intelligence (AI) to significantly improve customer satisfaction while driving up profitability.
“This award is a testament to Converge’s commitment to innovation. The TM Forum’s Catalyst program perfectly aligns with our approach of using cutting-edge technology to solve customer journey challenges. This isn’t just a theoretical concept for us; it’s a framework we plan to implement to enhance customer experience through AI,” according to Converge CEO and Co-Founder Dennis Anthony Uy.
Converge collaborated with Telecom Argentina, Vodafone GmbH, and the Vodafone Group on this award-winning project. Their AI-based architecture utilizes generative AI to streamline and personalize the customer service experience. The solution focuses on two key use cases:
- Customer Billing Inquiries: The AI system analyzes customer billing and account data to provide personalized interaction and facilitate potential upselling opportunities.
- Field Technician Support: Field technicians receive AI-powered recommendations for solving customer issues based on historical diagnoses. This not only speeds up problem resolution but also incorporates automated troubleshooting for faster service.
The benefits of this AI-powered solution are multifaceted. Customers experience faster resolution times for inquiries and troubles, leading to improved satisfaction. Businesses benefit from increased productivity and revenue due to reduced operational expenses in customer service. Converge’s analysis suggests that the solution can potentially increase EBITDA (Earnings Before Interest, Taxes, Depreciation, and Amortization) by 31-57%, primarily through cost reductions in customer service.
The winning solution is built upon TM Forum’s Open Digital Architecture (ODA), which allows AI models to seamlessly access and process dynamic data. The award was announced at the recent ‘DTW’24 – Ignite & Innovate Asia 2024’ event held in Copenhagen.
TM Forum is a global alliance that brings together leading telecommunication and technology companies. Their Catalyst program fosters collaboration to create innovative solutions that drive industry change through open APIs, ODA, AI, and automation. Converge ICT’s win at the Moonshot Catalyst Awards is a significant achievement that showcases their commitment to utilizing AI for customer-centric innovation in the telecommunications industry.