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Oracle Digital Assistant to boost PLDT’s customer service process

Philippine telecommunications firm PLDT Inc. (PLDT) will now be using Oracle Digital Assistant (ODA) to boost its customer service experience. The software giant is tasked to provide real-time and contextual responses to an average of 12,000 users a day. PLDT serves 3.3 million broadband household subscribers.

With connectivity now an integral part of new working arrangements, it is important for a service provider like PLDT to respond quickly to queries and customer concerns. By using Oracle Digital Assistant, the telco’s staff will be able to attend to the more complex queries.

“Digitizing our customer service touchpoints is an essential part of our thrust in creating great customer experiences through leading-edge technology that enables seamless transactions,” said Alfredo S. Panlilio, chief revenue officer, PLDT and president and CEO, Smart Communications Inc. (PLDT’s wireless subsidiary). “We will never stop evolving as our vision for the future is one where all Filipinos are digitally empowered.”

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Before ODA, the PLDT customer service process goes through a web of touchpoints until a single request is routed to the concerned department for assistance. Oracle Digital Assistant eliminates this circuitous route. The use of PLDT Home Digital Assistant is aimed at reducing the average response time to one to two minutes to customer service queries.

Networking paradigms

The Digital Assistant has also proven itself capable of scale. In its first few hours after going live, it responded to around 1,800 unique visitors, and since then, has been serving an average of 12,000 users per day.

PLDT plans to expand the use of the digital assistant to a broader range of customer service channels. The goal is to extend the coverage to include most of their customer touchpoints, allowing the company to also handle a broader range of queries and ensure that no customer query or feedback is being missed.

“5G introduces a number of innovative and disruptive networking paradigms, many of which had not been applied to mobile networks in the past. We are delighted to advance our relationship with PLDT even further as it transforms its business to offer greater digital offerings to customers and accelerate its ability to innovate,” said Mina Lim, managing director of Oracle Philippines. “Oracle Digital Assistant will enable PLDT to handle the associated increase in customer communication effectively and gain valuable customer insights to achieve a superior level of digital customer experience continuously and consistently.”