PLDT Home goes 24/7 with AI

PLDT Home has introduced artificial intelligence-powered tools to support its online application and ordering process, allowing customers to apply for fiber connections, check product offerings, and complete subscriptions any time of the day.

Starting June 1, customers can access PLDT Home’s online services around the clock. The company said its AI-powered tools can answer common inquiries and guide users through the ordering process, including outside regular business hours.

According to PLDT Home, the AI system is designed to handle routine concerns such as frequently asked questions and order processing, while more complex customer needs continue to be handled by human agents.

“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.

“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 added.

PLDT Home said the capability is expected to improve customer engagement, support conversion efforts, and further strengthen its digital-first customer experience strategy.