PLDT Home is strengthening its digital transformation efforts with the nationwide rollout of an AI-powered customer support platform across its Sales and Service Centers.

The initiative forms part of the company’s long-term strategy to deliver faster, smarter, and more seamless customer experiences while improving operational efficiency in its retail network.

Developed in partnership with Amdocs, the AI-driven system enables real-time ticket diagnostics and resolution, allowing frontline teams to address customer concerns more efficiently during in-store interactions.

According to PLDT, the platform is expected to save around 5,000 hours of customer waiting time monthly once all features are fully activated nationwide.

PLDT Senior Vice President and Head of Consumer Business John Y. Palanca said customer experience remains at the core of the company’s transformation initiatives.

“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,” Palanca said.

The system reduces dependence on traditional multi-layered backend support processes by allowing agents to resolve concerns in real time. It also features intelligent diagnostics and guided resolution tools designed to streamline workflows, improve issue resolution accuracy, and strengthen store operations.

PLDT said the enhanced platform will help shorten queue times while delivering a smoother and more efficient customer journey.

Palanca added that the rollout is part of the company’s broader push toward cloud-based and AI-enabled operations aimed at creating more agile, intelligent, and seamless customer experiences for subscribers nationwide.