PLDT Home is advancing its digital transformation efforts by deploying an AI-powered customer support platform across its Sales and Service Centers nationwide as part of its long-term growth strategy.

John Y. Palanca, PLDT Senior Vice President and Head of Consumer Business

This initiative represents a major step forward in the company’s overall transformation to offer quicker, smarter, and more seamless customer support. PLDT has teamed up with global software and technology firm Amdocs to create an AI-driven system that allows for real-time ticket diagnostics and resolutions. This helps cut down customer wait times while boosting frontline teams’ productivity and efficiency. Once fully implemented across all PLDT stores nationwide, this new platform is projected to save about 5,000 hours of customer waiting time each month.

“Customer experience remains at the center of our transformation efforts,” said John Y. Palanca, PLDT Senior Vice President and Head of Consumer Business. “By equipping our Sales and Service Centers with AI-driven capabilities, we are building a more agile and efficient operation that empowers our teams to serve customers better while supporting the company’s long-term growth.”

PLDT piloted its AI-powered customer support platform in its Sales and Service Centers

The AI-powered platform allows agents to handle customer issues instantly during in-store visits, decreasing reliance on conventional multi-step backend support systems.

The system enhances operational efficiency by optimizing internal resources while upholding high service standards throughout PLDT’s retail network. Using intelligent diagnostics and guided resolution tools, it streamlines workflows, strengthens store operations, and improves accuracy in resolving issues. These features help reduce queue times and improve the overall customer experience.

“Our customers must see and experience the impact of our modernization efforts in every interaction across their journey with us. This rollout is part of our broader push toward cloud-based and AI-enabled operations as we continue to strengthen our ability to deliver more agile, intelligent, and seamless customer experiences,” Palanca added.

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