PhilippinesTechnology and telecom2025 – ongoingGlobe Business (Globe Telecom)
Salesforce AI triage and routing of customer emails
Globe Business reported a 34% cut in customer service workload after adding Salesforce AI to its support desk
Problem
Globe Business, the enterprise arm of Philippine telecom group Globe, handled a large flow of customer emails and support cases by hand. Duplicate tickets and manual sorting added to the workload of its support teams.
Approach
Globe Business adopted Salesforce Service Cloud, Sales Cloud and Einstein for Service. AI triages and routes incoming customer emails so support teams can resolve issues faster. It also piloted Salesforce's Agentforce to give field sales teams quick access to customer data.
Results
Takeaway
The release gave no baseline, period or method for its figures, and it used the 34% for both overall customer service workload and the technical support team's manual workload.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and MLAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Salesforce's press release, datelined Manila, says Globe Business cut customer service workload by 34 percent and support ticket volume by 28 percent, and that 80 percent of cases are classified by intent. It names Service Cloud, Sales Cloud and Einstein for Service and says Agentforce was piloted for sales teams. It gives no baseline or measurement method.
A Philippine news site repeated Globe's statement that workload fell 34 percent, duplicate tickets fell 28 percent and 80 percent of cases were classified by intent. It describes AI triage and routing of customer emails as in use and Agentforce as a pilot for sales teams.
Full details are in the original sources.
