Market reaction
Amdocs Ltd saw its shares rise 2.1% in premarket trading on Tuesday after announcing the rollout of its Store Genie customer service solution at PLDT Home, the wireline and broadband arm of PLDT Inc. The company framed the deployment as an extension of the same AI-driven platform already active at Smart Communications.
Deployment and scope
The company said Store Genie now serves frontline staff across Smart Communications and PLDT Home, supporting more than 750 agents located in 149 sites. The tool provides a single natural-language interface that replaces four separate applications and approximately ten different screens that agents previously used to serve customers.
Technical architecture
Store Genie is built on Amdocs' aOS operating system and runs on Amazon Web Services, leveraging Amazon Bedrock AgentCore Gateway. Amdocs described the solution as orchestrating multiple AI agents that manage workflows related to billing, provisioning, network troubleshooting, and payment processing. The PLDT Home deployment adds broadband-specific workflows including order inquiry handling, over-the-top subscription activation, and service request cancellation.
Reported performance improvements
According to Amdocs, the tool has produced steep reductions in time required to complete common tasks. Order inquiry resolution times were reported to fall 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. The company characterized these improvements as turning processes that previously took hours into actions completed in minutes.
Operational impact to date
Since Store Genie's initial deployment at Smart Communications in March, Amdocs said the platform has helped avoid more than 61,000 hours of customer wait time and resolved over 44,000 customer inquiries through its AI agents. The vendor reported a 25% increase in frontline productivity and a 50% reduction in escalation tickets across Smart and PLDT Home operations.
Efficiency and rollout timeline
The PLDT Home implementation was completed in under eight weeks. Amdocs also stated the solution has achieved a 95% reduction in token costs while using a multi-model AI architecture.
Implications
The announcement links operational efficiency gains to the Store Genie deployment and coincides with a positive move in Amdocs' premarket share price. The company-provided figures describe changes in agent productivity, customer wait time, inquiry volume handled by AI agents, and infrastructure token costs.