Amdocs deploys AI customer service tool at PLDT Home in Philippines

Amdocs (NASDAQ: DOX) has deployed its Store Genie agentic AI customer service solution at PLDT Home, the wireline and broadband division of PLDT Inc. in the Philippines, according to a company press release.

The deployment covers PLDT Home's nationwide sales and service centers and follows an earlier rollout at Smart Communications, the wireless subsidiary of PLDT. Combined, Store Genie now serves over 750 frontline agents across 149 locations.

The solution is built on Amdocs' aOS platform and uses Amazon Web Services' Amazon Bedrock AgentCore Gateway for multi-agent orchestration. It connects to PLDT's existing billing support and operations support systems without requiring changes to underlying APIs.

At PLDT Home, the system handles broadband-specific tasks including order inquiries, OTT subscription activations, and service request cancellations. Order inquiry processing time has been reduced from 10 hours to two minutes, OTT subscription activations from 12 hours to two minutes, and service request cancellations from five hours to two minutes. The company reports a 95% reduction in token costs through a multi-model AI architecture.

Across both Smart and PLDT Home since March, the solution has avoided more than 61,000 hours of customer wait time, resolved over 44,000 inquiries through AI agents, increased frontline productivity by 25%, and reduced escalation tickets by 50%. Frontline staff now use a single interface replacing four applications and ten screens previously required.

The expansion to PLDT Home was completed in under eight weeks, according to the company. Amdocs reported revenue of $4.53 billion in fiscal 2025.

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