Leading Philippine fiber broadband and technology solutions provider Converge ICT Solutions Inc., together with other company-collaborators, have once again triumphed in the Moonshot Catalyst Awards, an innovation-driven competition among technology companies hosted by the TM Forum, a global alliance of companies in the connectivity field.
Competing in the “ODA (Open Digital Architecture) in a Box” challenge, Converge with team members Telus, AWS, Vodafone. Verizon, RADCOM, and others, emerged as champions with the proposal of an ‘Agentic AI” or a Concierge AI Agent, a proactive, intelligent assistant that continuously monitors the customer journey and engages before problems arise.
The objective of the collaboration is to create a solution to the passive and reactive approach of telecom support that is prevalent in the industry. Whether it’s a billing error, service disruption, or plan query, the customer must initiate contact—typically navigating complex IVRs, chatbots, or long wait times. Issues are ticketed and routed through siloed departments.
This resulted in slow complaints resolutions, frustrated customers, high operational costs, and limited scalability. Every new product or service often requires staff retraining, custom integrations, and lengthy setup cycles—driving up both cost and time to market.
“We were looking for a solution that boosts proactive customer issue detection and resolution. When our platform components communicate with each other —not just with the customer— it shifts the approach from being reactive to predictive. This means customers get faster resolutions, more engagement, and experiences that feel uniquely tailored to them. This study was done with the support of some great collaborators who helped make this happen,” noted Eugene Yeo, Converge Chief Executive Adviser.
Converge provided insights into the Philippine telecom market where customer service experience is particularly complex, and contributed to the development of AI-driven customer experience solutions.
Demonstrating the value of the solution in a particular use case, the team members stated that without the ODA framework, deploying AI agents is a cumbersome process that may involve inconsistent data and legacy systems, and will take a total of 6 months to deploy a single AI agent.
Presently, Converge is in the process of integrating more AI-enabled tools in its operations, particularly in customer service. In the past year, it has enlisted the help of Salesforce to enable automation in customer management.
With the solutions, Converge is empowered to receive alerts on sentiments and conversations being said about it online, enhancing its ability to respond effectively to potential incidents.
Converge was also part of the winning team in last year’s Moonshot Catalyst Awards, exhibiting the company’s enduring commitment to digital innovation, and constant participation in venues pushing the envelope in AI-driven telecom solutions.
