PLDT piloted its AI-powered customer support platform in its Sales and Service Centers
PLDT Home continues to accelerate its digital transformation initiatives as part of its long-term growth strategy, rolling out an AI-powered customer support platform across its Sales and Service Centers nationwide.
The initiative marks a significant milestone in the company’s broader transformation journey to deliver faster, smarter, and more seamless customer support. PLDT has partnered with global software and technology company Amdocs to develop the AI-powered system that enables real-time ticket diagnostics and resolution, helping to reduce customer wait times while improving the productivity and efficiency of frontline teams. This new platform is expected to save approximately 5,000 hours of customer waiting time per month once all features are enabled across PLDT stores nationwide.
“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.”
The AI-powered platform enables agents to address customer concerns in real time during in-store interactions, reducing dependence on traditional multi-layered backend support processes.
The system also improves operational efficiency by optimizing internal resources while maintaining high service standards across PLDT’s retail network. Through intelligent diagnostics and guided resolution tools, the platform helps streamline workflows, strengthen store operations, and improve issue resolution accuracy. These capabilities help shorten queue times and enhance 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.
