AI push to improve Globe customer service

Globe Telecom, Inc. has partnered with Xtelify, a unit of Indian firm Bharti Airtel, to roll out an artificial intelligence (AI)-powered platform to improve customer service. 

The Ayala-backed telco firm said on Tuesday that the system will streamline operations, boost service delivery, and help the company reduce churn and raise revenue per user.

“By integrating Xtelify’s AI-powered Case Management Platform into our operations, we bring to life our commitment to best-in-class service across every journey, from the first touchpoint to final resolution,” Globe President and CEO Carl Cruz said. 

“This transformation enables a more seamless and transparent experience for our customers, where concerns are addressed with clarity, accountability, and genuine care,” he added. 

Meanwhile, Gopal Vittal, Vice Chairman and MD of Bharti Airtel,  said the company leverages its technology to manage over 590 million customer interactions and address complex telecom challenges globally.

“We are privileged to have signed a partnership with Globe. Within Airtel, we have been actively harnessing digital innovations at unmatched scale to transform our services and enhance customer experience at Airtel for many years now,” Vittal said. 

Xtelify has recently introduced the Airtel Cloud, a sovereign, telco-grade platform capable of handling 1.4 billion transactions per minute.

Originally built for Airtel’s operations in India, the cloud platform is now being extended to serve other businesses.

It is hosted on next-generation sustainable data centers and supported by AI-based provisioning and a team of 300 certified experts.