TELECOM | PLDT Home introduces 24/7 AI-assisted fiber applications
According to PLDT Home, the AI-powered tools are designed to manage routine transactions and information requests, while customer service representatives continue to handle more complex concerns.
PLDT Home has launched a 24/7 online application service that allows customers to apply for fiber internet connections, explore available plans, and complete subscriptions at any time of day.
The service, which took effect on June 1, uses artificial intelligence tools to assist customers outside regular business hours. The system can answer frequently asked questions and guide users through the subscription process, enabling inquiries and applications to be handled even when customer service teams are off duty.
According to PLDT Home, the AI-powered tools are designed to manage routine transactions and information requests, while customer service representatives continue to handle more complex concerns.
“Filipinos sometimes work odd hours, especially our customers who are BPO workers. We wanted them to know that we’re here for them—and for them to be able to reach us whenever it’s convenient—kahit madaling araw,” said John Palanca, head of PLDT Home.
Palanca said AI enables the company to automate common tasks such as answering FAQs and processing orders, allowing agents to focus on customer concerns that require more personalized assistance.
“A.I. helps us take care of the straightforward stuff like this quickly, like answering FAQs and processing orders, so that when our agents do step in, they can focus on giving customers the attention they deserve,” he said.
PLDT Home said the initiative is part of its efforts to expand digital customer services and improve accessibility for customers who may need assistance outside traditional operating hours.
