As AI reshapes customer service, PLDT and Smart bet on human skills
Source: Upgrade Magazine
Published on: 2026-11-02 05:58
As artificial intelligence becomes increasingly embedded in customer service and business operations, PLDT Inc. and Smart Communications, Inc. believe the companies that will gain the most from the technology will not necessarily be those that automate the fastest, but those that best combine AI with human judgment, empathy, and trust. "The future is not about choosing between AI and people. It's about using AI to help our people do what they do best. Technology can help us move faster, work smarter, and serve customers better, but trust, empathy, and human judgment remain irreplaceable. That's why our approach at PLDT and Smart is to put AI in the hands of our people, not in place of them," said Butch Jimenez, Chief Operating Officer of PLDT. The topic comes as businesses worldwide grapple with the implications of generative AI on jobs, productivity, and customer engagement. While aut...
(Please login to view full article)Third-Party Content Disclaimer
Content displayed on this platform may include news articles, reports, and other materials aggregated from publicly available third-party sources through automated tools. Such content is not created, written, commissioned, or edited by Straits Interactive Pte Ltd or the Data Protection Excellence (DPEX) Network.
While we take reasonable steps to ensure responsible publication, we do not independently verify all third-party information and make no representations as to its accuracy, completeness, or reliability.
The views, findings, and statements expressed in third-party content belong solely to the original source and do not reflect the views of Straits Interactive Pte Ltd or the DPEX Network.
If you believe any content is inaccurate, infringing, or should be removed, please contact us at legal@straitsinteractive.com. We will review the matter and, where appropriate, take action in accordance with our internal policies.
Unlock these benefits
Get access to news, enforcement cases, events, and actionable tips and guides
Get regular email updates and offers
Job opportunities, mentorship and career guidance
Exclusive access to Data Protection community - ask questions, network and share knowledge with peers and experts via WhatsApp and Linkedin
DPEX Network is a Community Initiative of Straits Interactive.
Copyright © Straits Interactive Pte Ltd. All Rights Reserved.
All intellectual property rights to logos and brands featured on this website remain the property of their respective owners.