PLDT Home has started rolling out its AI-powered customer support system across its Sales and Service Centers nationwide.
The new platform allows agents to resolve customer concerns in real time during in-store interactions, minimizing reliance on traditional, multi-layered backend support.
It also boosts operational efficiency by streamlining internal processes and optimizing resources, all while maintaining high service standards across PLDT’s retail network.
PLDT teamed up with Amdocs, a global software and technology company, to build and deploy the platform.
According to John Y. Palanca, PLDT Senior Vice President and Head of Consumer Business, the rollout marks a major milestone in the company’s transformation journey.
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“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.
