PLDT Home has rolled out a new AI-powered customer engagement system that enables Filipinos to apply for fiber internet connections and complete subscriptions 24/7, beginning June 1, 2026.
The initiative leverages artificial intelligence to automate common customer interactions, including answering frequently asked questions, providing product information, and guiding users through the subscription process outside regular business hours. The technology ensures that customer inquiries are addressed instantly, even during late-night hours when human agents may not be available.
According to John Palanca, Head of PLDT Home, the service is designed to accommodate customers with non-traditional work schedules, particularly those in the business process outsourcing (BPO) sector.
PLDT Home emphasized that while AI handles routine inquiries and order processing, human agents remain central to delivering personalized customer support. By automating straightforward tasks, the company aims to allow its customer service teams to focus on more complex concerns and improve overall customer interactions.
The company expects the AI-enabled capability to boost customer engagement, increase conversion rates, and strengthen its digital-first customer experience strategy as demand for convenient, always-on connectivity services continues to grow.
