PLDT Home is rolling out an AI-powered customer support platform across its sales and service centers nationwide as part of its long-term growth and digital transformation strategy.
The initiative, developed in partnership with global software and technology company Amdocs, enables real-time ticket diagnostics and resolution. The system aims to reduce customer wait times while improving the productivity and efficiency of frontline teams by reducing dependence on traditional multi-layered backend support processes.
Once all features are enabled across PLDT stores nationwide, the new platform is expected to save about 5,000 hours of customer waiting time per month.
“Customer experience remains at the center of our transformation efforts,” PLDT consumer business senior vice president and head John Palanca 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 said.
