PLDT Home deploys AI customer support across retail network
PLDT Home is rolling out an AI-powered customer support platform across its Sales and Service Centers nationwide. The company developed the system with technology firm Amdocs to reduce customer wait times, improve issue resolution, and streamline store operations.
The platform allows store agents to diagnose and resolve customer concerns during in-store transactions without routing issues to backend support teams. PLDT estimates the system will save customers approximately 5,000 hours of waiting time per month once deployed nationwide.
How it works
Agents use guided diagnostics and resolution tools built into the platform to improve accuracy and shorten handling time. The system standardizes service delivery across PLDT's retail network while optimizing internal resources.
"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."
Part of broader strategy
The rollout supports PLDT's shift toward AI-enabled and cloud-based operations. The company is using AI for Customer Support as part of a wider digital transformation effort.
For teams managing customer interactions, understanding how AI Agents & Automation reshape support workflows offers practical insights into where your role fits within these changes.
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