Globe Business accelerates AI-powered CX with Salesforce
Globe Business is reshaping customer experience using Salesforce's unified platform - from acquisition to support. For customer support teams, the headline is simple: less manual work, faster case handling, and clearer intent classification.
After rollout, Globe Business saw a 34% reduction in overall customer service workload. Duplicate cases fell enough to cut support ticket volume by 28%, while 80% of cases are now classified by intent with higher accuracy.
What changed under the hood
- A unified Salesforce setup gives teams a single view of the customer across sales and service.
- Field teams piloted Agentforce to pull instant, relevant customer data, improving prep and response quality. Learn more about Agentforce.
- Automation trimmed repetitive tasks, freeing agents to focus on complex, high-value issues.
- Generative AI helps draft email replies and request missing information so cases can be classified and routed correctly.
- System-level deduplication eliminated repeat tickets, easing load on technical support by 34%.
Why this matters for support leaders
- Shift agent time to conversations that require judgment and empathy. Automation should handle lookups, summaries, and status updates.
- Adopt intent-based triage. Even hitting 70-80% accurate classification unlocks faster routing and better SLAs.
- Build a deduplication layer. Fewer duplicate cases mean cleaner queues, clearer metrics, and less context switching.
- Put relevant data at the agent's fingertips: past interactions, products, health, and next best actions.
- Use AI to draft, agents to decide. Keep a human-in-the-loop for approvals on sensitive or high-impact replies.
Results you can model
- 34% reduction in service workload across teams.
- 28% fewer incoming support tickets by removing duplicates.
- 80% of cases accurately classified by customer intent.
"We will continue transforming with AI to deliver exceptional and personalised experiences," said KD Dizon, head of Globe Business. "Seeking customer feedback and being transparent about our use of AI is important to our strategy and keeping customers at the heart of our business."
Abraham Cuevas, Salesforce regional VP and country manager in the Philippines, noted that customer expectations in telecom are at a high - especially around speed and service quality. For support leaders, this sets a clear bar: faster, more precise responses with consistent quality at scale.
How to get started in your org
- Map the top 10 intents that drive your case volume, then train classification on those first.
- Automate "missing info" requests on intake to reduce ping-pong and shorten time to first action.
- Set clear deduplication rules (customer, asset, timestamp, keyword) and log merges for auditability.
- Pilot generative replies on low-risk templates, then expand based on QA scores and CSAT impact.
- Collect customer feedback on AI usage and publish your guardrails for transparency.
If you're building AI skills across your support team, explore practical learning paths by role at Complete AI Training.
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