On March 18, Amdocs announced that PLDT’s Smart Communications, a leading Philippine telecom operator, has selected the company to deploy its Store Genie agentic AI solution for retail and frontline operations.
Store Genie is built on Amdocs’ aOS Agentic Operating System and runs on AWS cloud infrastructure. The solution embeds telco‑specific AI agents into customer‑engagement workflows, enabling automated, end‑to‑end processes in Smart’s retail stores and reportedly resolves more than 90% of customer requests without human intervention.
The contract expands Amdocs’ presence in the Philippine market and introduces a new revenue stream from a generative‑AI product, reinforcing the company’s strategy to grow its AI‑enabled offerings beyond its core managed‑services business. It follows a seven‑year managed‑services agreement extension with PLDT announced in November 2025, underscoring a deepening partnership.
Gilbert Gaw, First Vice President and Head of Information Technology and the Transformation Office at PLDT and Smart, said the company is focused on embedding AI‑driven intelligence directly into its retail operations to strengthen customer engagement and service interactions. He added that Store Genie “enables real‑time resolution of customer requests while maintaining the scalability, governance, and operational control required in a high‑volume telecom retail environment.” Anthony Goonetilleke of Amdocs highlighted the importance of telco‑specific AI in aligning the solution with Smart’s business goals and fostering future innovation.
The telecom industry is increasingly adopting AI to enhance customer experience, optimize operations, and drive revenue growth. Amdocs’ focus on agentic AI, its aOS platform, and the amAIz framework positions the company as a leader in delivering tailored AI solutions to operators worldwide. This contract demonstrates the practical application of Amdocs’ AI strategy and signals a broader shift toward AI‑enabled retail operations in the sector.
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