Globe Adopts AI to Enhance Customer Experience and Operations

MANILA, Philippines – Globe Telecom Inc. has integrated generative AI (GenAI) into its operations to meet evolving customer needs, improve efficiency, and optimize network performance.

“The integration of generative AI is central to our efforts to improve both our operational processes and the services we provide,” said Anton Bonifacio, Globe’s Chief AI Officer. “AI enables us to drive efficiency and sustainability while enhancing customer experience.”

How AI is Transforming Globe’s Services

✅ Conversational AI for Customer Support

• AI models will soon support Tagalog language processing to better understand and respond to customer queries, reduce wait times, and increase satisfaction.

✅ AI-Driven Credit Scoring for GCash

• Globe’s fintech arm, GCash, is leveraging AI for automated credit scoring, enabling faster and more accurate loan approvals.

✅ Operational Efficiency & Network Optimization

• AI will enhance network performance, predict maintenance needs, and streamline operations for a more reliable service.

AI in the Global Telco Industry

According to the GSMA’s 2025 outlook, telecom companies worldwide are increasingly adopting AI to enhance customer experience and drive business growth.

What’s Next?

As Globe continues its AI-driven transformation, customers can expect smarter, faster, and more efficient digital services.