PLDT Home is rolling out an AI-powered customer support platform across its Sales and Service Centers nationwide as part of its push to make customer service faster and more convenient for subscribers.
Developed in partnership with global software and technology company Amdocs, the new system uses artificial intelligence to help frontline agents diagnose and resolve customer concerns in real time during in-store visits. By reducing reliance on traditional backend support processes, the platform is designed to shorten wait times and improve overall service efficiency.
PLDT estimates the initiative could save customers around 5,000 hours of waiting time per month once the platform’s full capabilities are activated across all stores nationwide.
The AI-powered platform also helps optimize store operations through intelligent diagnostics and guided resolution tools that improve workflow efficiency and issue resolution accuracy. These will in turn help shorten queue times and enhance the overall customer experience.
