Amdocs Launches Store Genie at PLDT Home to Enhance AI-Powered Customer Service

Amdocs has announced the successful deployment of its AI-powered customer service solution, Store Genie, for PLDT Home. This deployment marks a significant step in modernizing customer engagement for PLDT Home, a leading telecommunications and digital service provider in the Philippines. Store Genie, built on Amdocs' aOS and Amazon Web Services' Bedrock AgentCore, streamlines operations by reducing customer resolution times by up to 98%.

Integrating Store Genie allows PLDT Home to manage operations more effectively across its numerous sales and service centers. The solution's AI-driven capabilities have introduced broadband-specific use cases, such as order inquiries and OTT subscription activations, trimming process times from hours to mere minutes.

Since its launch at Smart Communications, the wireless subsidiary of PLDT, Store Genie has notably increased frontline productivity and decreased customer wait times. Amdocs' partnership with Amazon Web Services enables seamless integration into existing systems, facilitating rapid response to customer needs without manual intervention.