PLDT Home is rolling out an artificial intelligence (AI)-powered customer support system across its Sales and Service Centers nationwide to speed up in-store assistance and improve the efficiency of frontline operations.
This was developed in partnership with global software and technology company Amdocs. The system enables real-time ticket diagnostics and resolution, allowing staff to identify and address customer concerns faster during in-store visits. PLDT Home expects the platform to save about 5,000 hours of customer waiting time every month once all features are fully deployed across its retail network.
“Customer experience remains at the center of our transformation efforts,” said John Palanca, senior vice president and head of Consumer Business of 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.”
The AI-powered system reduces reliance on multi-layered backend support processes by giving in-store agents guided tools for diagnostics and resolution. This allows issues to be addressed more directly at the point of contact, instead of being escalated through several internal steps.
PLDT Home said the platform also improves internal efficiency by optimizing how store resources are used while maintaining service standards across its nationwide retail footprint. The system’s automation and guided workflows are designed to shorten queues, improve resolution accuracy, and support faster customer service turnaround 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.”