PLDT Home is accelerating its digital transformation program with the rollout of an AI-powered customer support platform across its Sales and Service Centers nationwide, a move aimed at improving service speed, frontline efficiency, and customer experience.
The company said the initiative forms part of its broader transformation strategy to deliver faster, smarter, and more seamless support to customers visiting PLDT stores.
PLDT partnered with global software and technology company Amdocs to develop the AI-powered system, which allows real-time ticket diagnostics and resolution. The platform is designed to cut customer waiting times while improving the productivity and efficiency of frontline teams.
Once all features are fully enabled across PLDT stores nationwide, the platform is expected to save about 5,000 hours of customer waiting time every month.
“Customer experience remains at the center of our transformation efforts,” John Y. Palanca, PLDT senior vice president and head of Consumer Business, said.
“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.
The platform enables agents to handle customer concerns in real time during in-store interactions, reducing reliance on traditional multi-layered backend support processes.
PLDT said the system also strengthens operational efficiency by optimizing internal resources while maintaining service standards across its retail network. Its intelligent diagnostics and guided resolution tools are expected to streamline workflows, support store operations, and improve the accuracy of issue resolution.
These capabilities are also intended 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. 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.