PLDT Home introduced an artificial intelligence (AI)-powered customer support system across its Sales and Service Centers nationwide as part of its efforts to modernize customer service operations.
PLDT said the new platform could save around 5,000 hours of customer waiting time every month once all features are fully activated in stores nationwide.
“Customer experience remains at the center of our transformation efforts,” said John Y. Palanca, senior vice president and head of Consumer Business, PLDT. “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.”
Developed with global software and technology company Amdocs, the platform is designed to help store agents diagnose and resolve customer concerns in real time. The system reduces the need for customers to wait while agents coordinate with multiple backend support teams.
The AI system includes tools for ticket diagnostics and guided issue resolution, helping frontline staff solve problems faster and with better accuracy. PLDT said the technology also helps improve store operations by streamlining workflows and optimizing internal resources.
For customers, this could mean shorter queues and faster handling of common concerns such as billing issues, account inquiries, and service requests.
“Our customers must see and experience the impact of our modernization efforts in every interaction across their journey with us,” Palanca said. “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.”
