Amdocs, a leading provider of software and services to communications and media companies, has deployed Store Genie, its agentic AI-powered customer service solution, for PLDT Home, the wireline and broadband division of PLDT Inc., a leading telecommunications and digital service provider in the Philippines.
The deployment transforms customer engagement and service operations across PLDT Home’s nationwide sales and service centers and builds on the successful rollout of Store Genie at Smart Communications, the wireless subsidiary of PLDT, announced earlier this year, where the solution is already helping modernize retail and frontline operations through agentic AI-powered automation and intelligence.
Powered by Amdocs’ aOS, an agentic operating system purpose-built for telecommunications, and built on Amazon Web Services (AWS) using Amazon Bedrock AgentCore Gateway for multi-agent orchestration, Store Genie now operates across both Smart and PLDT Home, serving over 750 frontline agents across 149 locations. The solution orchestrates multiple purpose-built AI agents specializing in billing, provisioning, network, and payment workflows that collaborate in real time to diagnose and resolve customer issues without manual escalation. Amazon Bedrock AgentCore Gateway connects these agents directly to PLDT’s existing BSS/OSS systems through a unified endpoint, requiring no transformation of underlying APIs.
The deployment at PLDT Home introduces new broadband-specific use cases, including order inquiry and triage, OTT subscription activation, service request cancellation, and end-to-end order visibility. Processes that previously took hours can now be completed in minutes, with order inquiries 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. Leveraging multi-model AI architecture, the solution has achieved a 95% reduction in token costs while continuously improving resolution accuracy through self-learning capabilities.
Since its deployment at Smart in March this year, Store Genie has helped avoid more than 61,000 hours of customer wait time, resolved over 44,000 customer inquiries through AI agents, increased frontline productivity by 25%, and reduced escalation tickets by 50% across Smart and PLDT Home operations. Frontline teams now work through a single natural-language interface that replaces four applications and ten separate screens previously required to serve a customer.
“At PLDT Home, we are focused on delivering simpler, faster, and more seamless experiences for our customers while empowering our frontline teams with the tools they need to serve them effectively,” said John Palanca, Senior Vice President, PLDT Head of Home Consumer Business. “By leveraging Store Genie, we are embedding agentic AI directly into our customer-facing operations, enabling real-time resolution of customer requests, improving operational efficiency, and creating a more connected experience for customers across our nationwide service network.”
“The next generation of AI is about orchestrating specialized agents that can reason, act, and collaborate across enterprise workflows,” said Ishwar Parulkar, Chief Technolgist, Telco at AWS. “Store Genie demonstrates how organizations can leverage Amazon Bedrock AgentCore to deploy and scale agentic AI in production environments, delivering measurable business outcomes while reducing operational complexity.”
“There’s no doubt that the growing adoption of agentic transformation is improving outcomes across key telecom domains; from care to commerce, IT operations to network management,” said Anthony Goonetilleke, Group President of Technology and Head of Strategy at Amdocs. “Yet, as AI agents tackle increasingly complex telecom processes, the value grows disproportionately when deployed across channels, teams, and lines of business. The expansion of Store Genie to PLDT Home, delivered in under eight weeks, demonstrates how communications service providers can rapidly scale AI with Amdocs aOS – from a single customer touchpoint to broader enterprise operations. What began in retail now serves as a foundation for intelligent customer engagement across the business, powered by a common, scalable architecture.”
