PLDT Home is trying to make life easier for customers who walk into its stores. The company is rolling out a new artificial intelligence system in its Sales and Service Centers across the country.
According to PLDT, the goal is to help people spend less time waiting and get their problems solved faster.
The telecom company worked with Amdocs to build this smart support tool. When a customer visits a store, the AI helps the staff figure out the issue right away. It can check what is wrong with a connection or a account and suggest a fix on the spot. This means agents do not have to rely as much on slow, back and forth calls to other support teams.
PLDT says that once the system is up and running in all its stores, it should save about 5,000 hours of customer waiting time each month. That is a lot of saved hours that people can use for other things.
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John Y. Palanca, a senior official at PLDT, said the company wants every visit to feel smooth and helpful. He noted that giving store teams better technology helps them work smarter. When agents can solve problems during the same visit, the whole process becomes less frustrating for everyone.
The system also helps keep things organized behind the scenes. It makes sure store staff follow the same steps and standards. It can guide them through solutions step by step, which cuts down on mistakes. As a result, lines should move faster, and customers should walk out happier.