Globe Telecom is making investment in artificial intelligence (AI) tools to drive transformation across its business operations, focusing on both internal productivity and enhanced customer experiences.
Guided by a strategy that prioritizes sustainable, people-centered AI integration, Globe Telecom has implemented Generative AI (GenAI) tools such as Gemini for Workspace, ChatGPT Enterprise from OpenAI, and a proprietary Retrieval-Augmented Generation (RAG) toolkit.
Through its AI Advocates Guild, employees are empowered to design over 400 AI-powered bots and co-pilots, effectively streamlining tasks, reducing costs, and boosting efficiency. For instance, the GenAI Quality Audit tool has significantly slashed annual quality assurance costs from millions of pesos to just PHP 2,000 per month, contributing to a 4 percent reduction in operating costs year-on-year from ₱19.8 billion in 2024 to ₱19.1 billion in the first quarter of 2025.
Beyond operational improvements, Globe Telecom is leveraging AI for hyper-personalization, aiming to deliver tailored customer experiences while maintaining a strong Net Promoter Score (NPS) of 49, surpassing the industry benchmark of 31.
Globe Telecom’s commitment to responsible AI deployment underscores its vision of ensuring that every Filipino can meaningfully participate in the digital future, said Carl Cruz, Globe’s President and Chief Executive Officer.
Globe Telecom has received this prestigious award in the Data and AI category for its in-house developed Next Best Offer (NBO) solution. This AI-driven platform utilizes reinforcement learning to analyze customer behavior and deliver personalized marketing messages, leading to a 304 percent increase in efficiency for retention campaigns and a 317 percent boost in upsell offer acceptance rates.
Globe Telecom has also received GSMA Foundry Excellence Award 2025. Globe Telecom was recognized for its role in the “Intelligent Packet Core” project, which enhances 5G monetization by dynamically allocating network resources based on real-time demand and performance metrics.
Globe Telecom has also received TM Forum Catalyst Award. In collaboration with Infosys, Huawei, and Amdocs, Globe’s “Cognitive Digital Agent” project won the ‘Best in Show’ category. This initiative demonstrated the application of cognitive computing technologies to improve customer experience, achieving significant cost reductions between 10 percent and 40 percent.
By deploying Qualcomm’s AI-powered Edgewise solution, Globe Telecom has achieved a 4.2 percent cut in energy consumption. This AI-based Energy Efficiency Orchestration application dynamically adjusts network operations based on real-time traffic, optimizing energy use without compromising service quality.
TelecomLead.com News Desk
