Philippine fiber broadband leader Converge ICT Solutions Inc. has once again emerged victorious in the prestigious Moonshot Catalyst Awards hosted by TM Forum, a global alliance of companies in the connectivity industry.

In this year’s challenge titled “ODA (Open Digital Architecture) in a Box,” Converge joined forces with global tech giants including Telus, AWS, Vodafone, Verizon, RADCOM, and others. Together, they developed an “Agentic AI” Concierge —an intelligent, proactive assistant that monitors the entire customer journey and intervenes before issues arise.

The solution reimagines the traditional reactive telecom support model—where customers must initiate contact for service issues—into a predictive, seamless experience.

Whether it’s resolving billing concerns or preempting service disruptions, the AI concierge eliminates long wait times, complex IVR systems, and fragmented support processes.

“We wanted a platform that could proactively detect and resolve customer issues, with our systems talking to each other—not just to the customer. This brings speed, personalization, and efficiency to the entire experience,” said Eugene Yeo, Chief Executive Adviser of Converge.

Converge brought valuable perspective from the Philippine market, where customer service in telecom is often intricate and delayed. The team showed that without the ODA framework, deploying a single AI agent could take up to six months. With ODA, integration becomes smoother, data consistency improves, and time to market drastically shortens.

Currently, Converge is already expanding its use of AI in operations. It has partnered with Salesforce to automate customer management and is utilizing real-time online sentiment tracking to better respond to customer needs.

This marks Converge’s second consecutive win at the Moonshot Catalyst Awards—solidifying its commitment to innovation and excellence in customer experience through cutting-edge technology.