Case Study: PLDT achieves 33% productivity gains with WIZ.AI voice AI customer care

PLDT witnesses increased productivity by 33% and reduced callouts by 15%

PLDT, the largest telecommunications provider in the Philippines, sought to revolutionize its customer support, particularly in collections, by moving from one-way communications to more personalized, two-way conversational interactions. To address this challenge, they partnered with vendor WIZ.AI and deployed their Talkbot Pro voice AI solution through a contract with PLDT's subsidiary, ePLDT.

The WIZ.AI solution, hosted securely on ePLDT's Azure Stack Hub, handled millions of outgoing communications. The implementation resulted in a 33% productivity gain, halved average call handling times, and a 15% reduction in manual callouts. WIZ.AI's technology also increased collections revenue and provided valuable data analytics, allowing PLDT to enhance customer satisfaction and operational efficiency.

PLDT

Dianne Blanco

Vice President and Head of Credit and Collections