Globe Business, the enterprise arm of Globe Telecom, has partnered with Salesforce to enhance its customer experience operations through the use of automation and artificial intelligence (AI) tools.
In a joint announcement on October 2, the companies said Globe Business is using Salesforce’s unified platform — including Service Cloud, Sales Cloud, and Einstein for Service — to streamline workflows across its sales and customer support units.
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The move has helped reduce customer service workloads by about one-third, allowing staff to focus on more complex customer issues.
As part of the initiative, Globe Business also piloted Agentforce, a new Salesforce feature designed to give sales teams real-time access to customer data in the field. The tool enables staff to anticipate and address client needs more effectively.
With Service Cloud and Einstein for Service, the system now automatically classifies and routes incoming customer emails to appropriate teams. Generative AI features are also being used to draft responses and collect additional information to ensure cases are accurately assigned.
The deployment has reduced duplicate support cases and improved case classification accuracy.
“Salesforce has become a key part of our customer experience strategy, enabling our teams to move beyond manual tasks and focus on understanding and connecting with our customers,” said KD Dizon, head of Globe Business.
Salesforce Philippines country manager Abraham Cuevas said the collaboration reflects the growing use of AI to improve service delivery in the telecommunications sector.
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