PLDT Home is now using artificial intelligence (AI) to help customers sign up for fiber internet and get answers to common questions any time of the day, even when customer service agents are off duty.
Starting June 1, 2026, customers can apply for a fiber connection, check available plans, and complete their subscription through PLDT Home’s digital channels 24 hours a day. AI tools will guide customers through the process and answer basic questions, making it possible to place orders even late at night.
The move comes as more companies use AI to handle simple customer requests and speed up online transactions. For PLDT Home, it means potential subscribers no longer have to wait for office hours to inquire about or sign up for internet services.
“Filipinos sometimes work odd hours, especially our customers who are BPO workers,” said John Palanca, head of PLDT Home. “We wanted them to know that we’re here for them and that they can reach us whenever it’s convenient, even in the middle of the night.”.
PLDT Home said AI will take care of routine tasks such as answering frequently asked questions and helping customers complete their orders. Human agents will continue to handle more complicated concerns.
“AI helps us take care of straightforward tasks quickly, such as answering FAQs and processing orders, so that when our agents step in, they can focus on giving customers the attention they deserve,” Palanca said.
The company expects the new system to help more customers complete their applications, improve response times, and make it easier to do business with PLDT Home online.
The Philippines has a large workforce that operates on shifting schedules, particularly in the business process outsourcing (BPO) industry. By making its ordering platform available around the clock, PLDT Home hopes to better serve customers who may only have time to arrange internet service outside regular business hours.