PLDT pilots AI-powered customer support platform in Sales and Service Centers, boosting faster diagnostics, smarter service, and improved customer experience nationwide.
PLDT Home is advancing its digital transformation strategy with the nationwide rollout of an AI-powered customer support platform across its Sales and Service Centers, aiming to deliver faster and more efficient customer service experiences.
The initiative, developed in partnership with global software firm Amdocs, introduces real-time ticket diagnostics and resolution tools designed to streamline in-store support operations. Once fully deployed, the system is expected to save approximately 5,000 hours of customer waiting time per month, significantly reducing service delays across PLDT retail locations.
PLDT Home Senior Vice President and Head of Consumer Business John Y. Palanca said the upgrade is part of the company’s broader transformation agenda focused on improving customer experience through AI-driven capabilities.
“Customer experience remains at the center of our transformation efforts. 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,” Palanca said.
The new platform enables frontline agents to resolve customer concerns in real time during in-store interactions, reducing reliance on multi-layered backend support systems. It also enhances internal workflows through intelligent diagnostics and guided resolution tools, improving accuracy and speeding up issue resolution.
Beyond customer-facing improvements, the system is designed to optimize operational efficiency by streamlining internal resources while maintaining service quality across PLDT’s nationwide retail network.
PLDT Home said the rollout is part of its ongoing shift toward cloud-based and AI-enabled operations, reinforcing its goal of delivering more seamless and responsive customer experiences across all service channels.
