Globe chief commercial officer and WBBA board member Darius Delgado joined industry leaders at the June 19 event for the panel “When AI Meets Broadband: Opportunities & Challenges.” He detailed how Globe is embedding AI across its broadband value chain—from infrastructure planning to in-home optimization.
“We differentiate beyond price and speed, because that's plain vanilla to the customer, especially in the Philippines,” Delgado said.
In operations, AI-powered tools have significantly improved service quality. Globe has increased fault detection accuracy by 90 percent and reduced mean time to restore by 70 percent, resulting in faster, more reliable service recovery.
At the customer level, AI enables automated band steering, which dynamically adjusts to ensure optimal speeds based on user location and device usage.
“We have deployed AI to proactively manage the value chain, starting from the network,” Delgado explained. “On top of this, we are improving the customer experience with automated band steering, allowing users to access the best speeds at any given time.”
Beyond operational gains, he emphasized AI’s potential for hyper-personalization, enabling Globe to anticipate customer needs before they arise.
“Our goal is to be proactively personalized,” he said. “Even before the customer asks, we aim to deliver what they need.”
He also called for AI to be embedded in national education systems, describing it as a “foundational skill” for future-readiness in the digital age.
Through its WBBA membership, Globe continues to share practical insights with global peers, contributing to AI deployment strategies and policy development for emerging markets. The company’s approach blends technological innovation with social responsibility—ensuring AI empowers both infrastructure and people.
“If AI enables us humans to have that level of productivity, it will open our eyes to opportunities we don’t normally see today,” Delgado concluded. —Ed: Corrie S. Narisma
