PLDT Home is accelerating its digital transformation initiatives with the nationwide rollout of an AI-powered customer support platform across its Sales and Service Centers.
Developed in partnership with software and technology company Amdocs, the new platform is designed to help frontline teams resolve customer concerns faster through real-time diagnostics and guided issue resolution.
According to PLDT Home, the AI-driven system is expected to reduce customer wait times significantly while improving operational efficiency across its retail network.
AI tools designed for faster service
The AI-powered support system enables store agents to address customer concerns in real time during in-store interactions, reducing reliance on traditional multi-layered backend support processes.
PLDT Home said the platform combines intelligent diagnostics with guided resolution tools to improve issue resolution accuracy while helping streamline workflows inside Sales and Service Centers.
Once all features are fully enabled nationwide, the company estimates that the platform could save around 5,000 hours of customer waiting time per month.
Improving retail operations nationwide
Beyond reducing queue times, the company said the platform is also intended to strengthen retail operations by optimizing internal resources while maintaining service standards across stores.
The rollout forms part of PLDT Home’s broader push toward cloud-based and AI-enabled operations designed to support more agile customer service experiences.
Supporting PLDT Home’s digital transformation
John Y. Palanca, senior vice president and head of consumer business at PLDT, said customer experience remains central to the company’s modernization strategy.
“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,” Palanca said.
Palanca added that the company wants customers to experience the benefits of modernization efforts throughout their interactions with PLDT Home.
“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,” he added.