PLDT Home rolls out AI-powered customer support system, strengthens retail operations nationwide

John Y. Palanca, PLDT Senior Vice President and Head of Consumer Business

PLDT Home continues to accelerate its digital transformation initiatives as part of its long-term growth strategy, rolling out an AI-powered customer support platform across its Sales and Service Centers nationwide.

The initiative marks a significant milestone in the company’s broader transformation journey to deliver faster, smarter, and more seamless customer support. PLDT has partnered with global software and technology company Amdocs to develop the AI-powered system that enables real-time ticket diagnostics and resolution, helping to reduce customer wait times while improving the productivity and efficiency of frontline teams. This new platform is expected to save approximately 5,000 hours of customer waiting time per month once all features are enabled across PLDT stores nationwide.