PLDT is accelerating its digital transformation efforts with the nationwide rollout of an artificial intelligence-powered customer support platform across its Sales and Service Centers.
The initiative is part of the company’s long-term strategy to improve customer experience by delivering faster, smarter, and more seamless support services.
PLDT partnered with Amdocs to develop the AI-driven system, which provides real-time ticket diagnostics and issue resolution. The platform is designed to reduce customer wait times while improving the efficiency and productivity of frontline personnel.
Once fully deployed across all PLDT stores nationwide, the company expects the system to save around 5,000 hours of customer waiting time every month.
“Customer experience remains at the center of our transformation efforts,” said John Y. Palanca, senior vice president and head of consumer business at PLDT Home.
“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 AI-powered platform allows customer service agents to resolve concerns in real time during in-store visits, 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. Through intelligent diagnostics and guided resolution tools, the platform is expected to streamline workflows, improve issue resolution accuracy, and shorten queue times.
“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 as we continue to strengthen our ability to deliver more agile, intelligent, and seamless customer experiences,” he added.
