Case Study: PLDT Home responds to customers faster with Oracle Digital Assistant

PLDT Home responds to customers faster with Oracle Digital Assistant

PLDT, the largest telecommunications company in the Philippines, wanted to add a convenient, cost-effective self-service option to its customer support channels beyond call centers and social media. To do that, it turned to Oracle Digital Assistant running on Oracle Cloud Infrastructure to improve the customer experience for PLDT Home.

Oracle implemented the chatbot and integrated it with PLDT’s social media channels, using AI to understand customer intent and provide conversational responses. Since deployment in May 2020, the solution has shifted 20% of PLDT Home’s digital customer interactions to the chatbot, helping the company handle requests faster, respond in real time, and manage tasks like bill payments, reconnections, and repair requests more efficiently.

PLDT

Franz P.Dancel

Head of Channel Innovations and AI Development