Modernize Customer Service: How Converge ICT Improve Customer Experience with Tencent RTC

“We relly love the Tencent Cloud's culture. I think that's one of the main things that drew us to Tencent. The teams at Tencent are really very focused on problem solving, focused on understanding the challenges that we face in Philippines which is a bit more unique than the other markets like for example China. Whatever problems that arises, the team works on a solution rapidly so that we can deploy it. And a lot of these fixes are deployed within the day or within the next couple of days. ” - Eugene Yeo, Chief Executive Advisor,Converge ICT

Faster and more convenient responses to customer service inquiries are vital for any enterprise, especially for providers of essential network services like Converge ICT. Accordingly, Converge ICT has leveraged Tencent RTC to build a comprehensive, efficient, and reliable AI customer service system, enabling customers to reach the company more easily and quickly obtain the information they need.

Convege ICT

Converge Information and Communications Technology Solutions Inc., widely known as Converge ICT, stands as a prominent telecommunications service provider in the Philippines. As one of the nation's key enterprises in digital connectivity, Converge ICT has established itself by pioneering an end-to-end pure fiber internet network, which delivers high-speed, reliable, and customized connectivity solutions to residential and enterprise customers across the archipelago.

Challenges & Goals

Converge ICT is committed to evolving from a traditional service provider into a technology-driven core, delivering world-class connectivity and transformative solutions to the Philippines. As its product portfolio and service scale continue to grow, Converge ICT urgently needs a more comprehensive, efficient, and portable AI customer service system to revamp its customer service framework, so as to handle the increasing volume of inquiries and reduce labor costs. To this end, they need an outstanding partner like Tencent RTC to help them overcome numerous challenges:

● High technical barriers and complex maintenance: Building an in-house customer service system not only has high technical barriers but also requires continuous DevOps investment. Long development cycles and ongoing resource commitments translate into higher risks and costs.

● Complex network environment: The Philippines has diverse network conditions. Ensuring stable, reliable, and fast connectivity and responses requires deep technical expertise and a mature infrastructure backbone.

● Data security: Customer service systems have stringent requirements for user data and privacy protection. Ensuring the security and confidentiality of communications data is a major challenge.

● AI ultra-fast response: Converge ICT needs an AI chatbot that can respond to customer inquiries rapidly, provide instant answers, and reduce the workload on human agents—placing very high demands on the AI’s capabilities.

Why Tencent RTC?

Converge ICT selected Tencent Cloud as its strategic partner based on several critical factors:

● Cultural alignment and shared vision with Tencent Cloud: The partnership stems from a strong alignment in cultural values and vision, which is one of the key reasons Converge ICT chose to collaborate with Tencent Cloud.

● Solution-oriented and fast response: The Tencent Cloud team is highly solution-driven, committed to understanding and addressing the specific challenges Converge ICT faces in the Philippines. They respond swiftly and can typically deploy solutions within one to two days.

● Data security and reliability: The AI Chatbot solution provided by Tencent RTC uses AES encryption and the TLS protocol to achieve end-to-end encryption, ensuring the security and privacy of communications data.

● Powerful AI capabilities: Tencent’s robust AI capabilities provide Converge ICT with a solid technical foundation—delivering rapid responses, accurate answers, and natural interactions that easily enhance customer satisfaction and experience.

● High quality and high reliability: Backed by battle-tested infrastructure, the AI Chatbot solution from Tencent RTC is built on the same messaging technology that underpins Tencent’s ecosystem, serving over 1 billion monthly active users and handling more than 550 billion messages per day at peak. This mature infrastructure ensures low latency, high availability, and consistent message delivery regardless of location.

Highlighted Benefits

With Tencent RTC’s solution, Converge ICT completed the deployment and launch of the entire customer service system in less than three months, and the response error rate dropped dramatically from 35% to under 5%—powerful, easy to use, and fast! Thanks to this AI customer service system, customers can reach us 24/7 with ease. More importantly, they can obtain information more quickly and conveniently and resolve a wide range of issues. To date, the system has significantly shortened customer service handling times and effectively improved customer satisfaction and experience. We believe it will deliver even greater benefits in the future.

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