Manila, Philippines – PLDT is expanding its digital transformation efforts through the nationwide deployment of an AI-based customer support platform across its Sales and Service Centres.
According to reports from Insider PH and Manila Bulletin, the initiative forms part of the company’s broader strategy to improve customer service operations and strengthen long-term business growth. The platform was developed in partnership with Amdocs and is intended to provide real-time diagnostics and issue resolution during customer interactions.
The system is designed to help reduce waiting times in stores while improving the efficiency of frontline staff. Once the rollout is fully completed across PLDT outlets nationwide, the company expects the platform to reduce cumulative customer waiting periods by around 5,000 hours each month.
“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,” John Y. Palanca, Senior Vice President and Head of Consumer Business at PLDT, stated.
“Our customers must see and experience the impact of our modernisation efforts in every interaction across their journey with us.”
The AI-enabled system allows service representatives to address customer concerns during in-person consultations, limiting the need for more complex backend support procedures. It also incorporates guided troubleshooting and diagnostic tools aimed at improving workflow management, operational consistency and the accuracy of issue resolution across the retailer’s service network.
The company mentioned that the technology deployment is part of a wider move towards cloud-based and AI-supported operations intended to support more responsive and streamlined customer service experiences.
