ePLDT, the ICT subsidiary of PLDT, partnered with WIZ.AI to tackle one of the most challenging frontiers in modern business with voice agents 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
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 past conversations, learning more about 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:
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 technology itself. It's how ePLDT has positioned itself as a trusted digital transformation advisor. Moreover, they help enterprises overcome their fears and embrace solutions with confidence through proven methodologies.
Acknowledging Voice Agent Limitations
Starting with transparency about AI's limitations and working through digital transformation concerns together with customers.
Proving Voice Agent Value Fast
Demonstrating tangible benefits within days through proof-of-value, not lengthy digital transformation pilots.
Security-First Voice Agents
Comprehensive cybersecurity and data privacy measures built into every deployment from day one of digital transformation.
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 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 their Pilipinas AI, the country's first sovereign AI solutions stack at their VITRO Santa Rosa facility, the partnership with WIZ.AI enters an exciting new phase. Subsequently, with enhanced computing 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 fulfilling this transformation. It's a matter of really giving and taking, but we respect each other's perspective.
— Amil Azurin, Chief Commercial Officer, ePLDT