The initiative forms part of the company’s long-term growth strategy aimed at delivering faster, smarter, and more seamless customer support experiences for subscribers.
AI Integration
PLDT partnered with global software and technology company Amdocs to develop the AI-driven system, which enables real-time ticket diagnostics and resolution during customer interactions. The platform is designed to reduce customer wait times while improving the productivity and efficiency of frontline teams.
Once fully deployed across PLDT stores nationwide, the system is expected to save approximately 5,000 hours of customer waiting time per month.
“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,” he added.
Smarter support
The AI-powered platform allows agents to address customer concerns in real time during in-store visits, reducing reliance on traditional multi-layered backend support processes.
The system also helps optimize internal resources while maintaining service standards across PLDT’s retail network. Through intelligent diagnostics and guided resolution tools, the platform streamlines workflows, strengthens store operations, and improves issue resolution accuracy.
These enhancements are expected to shorten queue times and improve the overall customer experience.
“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,” he added.---Ed: Corrie S. Narisma
