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PLDT Home

Oracle Customer Success

PLDT Home responds to customers faster with Oracle Digital Assistant

Summary

Leading Philippine telecom carrier is transforming its customer service by deploying Oracle Digital Assistant.

Business challenges

PLDT is the largest telecommunications company in the Philippines, offering a wide range of fixed and wireless voice, data, internet, and entertainment services to consumers and businesses over its extensive fiber optic backbone. The carrier’s international arm, PLDT Global Enterprise, provides business customers with operations across Asia Pacific, Europe, and the Americas with telecom, cloud, data center, and other services

PLDT Home’s main customer service channels traditionally have been call center-based agents and social media. PLDT Home wanted to add a self-service option to that mix, one that was both convenient for customers and cost-effective for the carrier.

Our Oracle partners are very supportive of us in our continuing efforts to enhance this chatbot experience. Oracle’s team has been there 24/7 to ensure that the chatbot is running smoothly.

Franz P.Dancel

Head of Channel Innovations and AI Development, PLDT-Smart

Why PLDT Home Chose Oracle

A longtime customer of Oracle Database, infrastructure, middleware, and engineered systems, PLDT turned to Oracle Digital Assistant—running on Oracle Cloud Infrastructure—to power its self-service chatbot. That chatbot is now integrated with the carrier’s social media channels.

Oracle Digital Assistant’s AI algorithms interpret each customer’s intent, delivering contextual, conversational responses to queries.

Results

Since PLDT Home deployed Oracle Digital Assistant in May 2020, 20% of its customer interactions across all its digital channels have transitioned to the chatbot, leading to more efficient and timely handling. The chatbot regularly handles order and reconnection requests, allows customers to pay their bills, checks for new products and services, and logs repair requests.

With Oracle Digital Assistant, PLDT is now able to respond to customer queries in real time.

Oracle Digital Assistant has taken a significant share of customer support cases for us. The Oracle project team working with us has been instrumental in the success of the implementation.

Chiqui H. Abad

Vice President for Consumer Care, PLDT-Smart

Published: March 12, 2021