Story

ePLDT, the ICT subsidiary of PLDT, partnered with WIZ.AI to tackle one of the most challenging frontiers in modern business with voice agent for digital transformation. These initiatives have revolutionized customer experience across the Philippines by deploying AI technology that truly understands Filipino culture, language, and nuance. Moreover, what began as an ambitious pilot has evolved into a transformative partnership that’s reshaping how enterprises nationwide connect with their customers through intelligent voice agent solutions.

Measurable Impact

35+

Voice Agents Deployed

2X

Growth in Bot Subscription

3.7M+

Customer Interactions

2X

Agent Capacity Doubled

Digital Transformation Challenges

When ePLDT first explored voice AI solutions for digital transformation, they recognized the need for more than just another technology vendor. Hence, they sought a partner who understood that customer experience in the Philippines requires cultural intelligence beyond simple translation. Additionally, their voice agents had to navigate between Filipino and English language while understanding local humor and responding to nuanced communication styles that would determine the initiative’s success.

It’s crucial—the willingness of both parties to really learn from everyday experience. We’re really learning from the past conversations, learning more about the Filipino culture, nuances, humor. That’s what’s really important, really learning everyday.

— Amil Azurin, Chief Commercial Officer, ePLDT

Voice Agent Implementation: Digital Transformation Journey

Proof of Value with Voice Agent Technology

The digital transformation began with PLDT-Smart’s debt collection use case, where voice agents demonstrated immediate impact on average handling time and cost efficiency. The results were clear within the first month, eliminating skepticism and building momentum for further expansion.

Rapid Expansion

Over two years, ePLDT doubled both their bot subscription and the number of deployed voice agents. Meanwhile, the platform’s ability to continuously learn from Filipino conversations improved accuracy and customer satisfaction with each interaction.

Use Case Diversification in Digital Transformation

The portfolio expanded beyond debt collection to cross-selling, customer retention, and personalized service. Therefore, the success at PLDT-Smart became a blueprint for enterprise customers across industries to accelerate their own digital transformation through voice agents.

Knowledge Transfer for Digital Transformation

ePLDT began sharing their learnings with enterprise clients in banking, insurance, retail, and government sectors. This has eliminated trial and error while accelerating time to value across the Philippine digital transformation market.

Transforming Industries with Voice Agent Technology

Key Performance Improvements Through Digital Transformation

Average Handle Time: Reduced by 85%

Cost Efficiency: Improved by 78%

Customer Satisfaction: Increased by 92%

Operational Scale: Achieved 2X growth

Digital Transformation Revolution Across Sectors

The partnership’s impact extends far beyond telecommunications, driving digital transformation across multiple industries. Furthermore, ePLDT is now enabling AI transformation through voice agent technology across the Philippine economy:

🏦

Banking & Finance

🛡️

Insurance

🛒

Retail

🏛️

Government

📞

Contact Centers

📱

Telecommunications

This technology has drastically revolutionized the ability to do things, and the results speak for themselves in terms of average time in line, in terms of cost efficiency.

— Amil Azurin, Chief Commercial Officer, ePLDT

Building Trust in Digital Transformation

Perhaps the most significant achievement isn’t in the technology itself—it’s in how ePLDT has positioned itself as a trusted digital transformation advisor. Moreover, they help enterprises overcome their fears and embrace the solutions with confidence through proven methodologies.

01

Acknowledging Voice Agent Limitations

Starting with transparency about AI’s limitations and working through digital transformation concerns together with customers.

02

Proving Voice Agent Value Fast

Demonstrating tangible benefits within days through proof-of-value, not lengthy digital transformation pilots.

03

Security-First Voice Agents

Comprehensive cybersecurity and data privacy measures built into every deployment from day one of digital transformation.

04

Digital Transformation Knowledge Sharing

Openly sharing experiences and best practices to eliminate trial and error for new digital transformation adopters.

The Managed Services Advantage

ePLDT recognized early that most enterprises don’t have expertise for digital transformation—nor should they need it. Therefore, by offering expertly managed voice agent services, they enable customers to focus on their core business while ePLDT handles the digital transformation complexity.

Our customers would have their own core competencies—they’re into banking, they’re into contact centers, they’re into retail, they’re not really into technology, they’re not experts. So we’d rather maybe expertly manage for them so that they can focus on their core business.

— Amil Azurin, Chief Commercial Officer, ePLDT

Looking Ahead: Future Digital Transformation

As ePLDT prepares to launch the country’s first sovereign AI solutions stack at their at their VITRO Santa Rosa facility, the partnership with WIZ.AI enters an exciting new phase. Subsequently, with enhanced computational power and expanded capabilities, they’re poised to unlock even more transformative digital transformation use cases through advanced voice agent technology.

Future Growth Targets (2025-2028)

Voice Agents: 70+ deployed across digital transformation initiatives

Industry Coverage: 8+ sectors adopting voice agent solutions

Use Cases: 15+ applications driving digital transformation

Customer Interactions: 10M+ annual voice agent engagements

The digital transformation roadmap includes deeper penetration into BFSI, expansion into government services, enhanced personalization capabilities through voice agents, and new applications in retail and e-commerce. Ultimately, by PLDT’s 100-year anniversary in 2028, the vision is clear: a fully AI-powered customer experience ecosystem serving the entire nation through comprehensive digital transformation.

The Partnership Principle in Digital Transformation

At its core, the success of ePLDT and WIZ.AI’s initiative isn’t just about technology—it’s about partnership in digital transformation. Moreover, it’s about two organizations committing to learn together, adapt together, and grow together through innovation. Additionally, it demonstrates the importance of respecting each other’s perspectives while maintaining a relentless focus on customer outcomes through digital transformation.

Trust is earned and it is not given overnight. We try our best to deliver, and we are committed to fulfill this transformation. It’s a matter of really give and take, but we respect each other’s perspective.

— Amil Azurin, Chief Commercial Officer, ePLDT

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