PLDT Home deploys AI-powered support platform to cut customer wait times

PLDT Home partners with Amdocs to launch an AI-powered support platform across its stores, saving up to 5,000 hours of customer waiting time monthly.

PLDT 's new AI customer support

PLDT Home rolls out AI customer support system across stores nationwide

PLDT Home has rolled out an AI-powered customer support platform across its Sales and Service Centers nationwide, part of the company's ongoing digital transformation efforts.

The company partnered with global software and technology firm Amdocs to develop the system, which enables real-time ticket diagnostics and resolution. 

John Palanca, PLDT Senior Vice President and Head of Consumer Business

The platform is designed to reduce customer wait times and improve frontline team productivity. PLDT estimates the system will save approximately 5,000 hours of customer waiting time per month once all features are fully deployed across its stores.

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 platform allows agents to address customer concerns during in-store interactions without relying on traditional multi-layered backend support processes. 

It also includes intelligent diagnostics and guided resolution tools to streamline workflows, reduce queue times, and improve issue-resolution accuracy.

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.

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