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PLDT's Smart Selects Amdocs to Transform Retail Operations with AI-Powered Store Genie
Delivered on Amdocs aOS, Store Genie embeds telco-specific AI agents into customer engagement workflows, advancing Smart's AI innovation on a scalable,
About this update from Amdocs Limited
Delivered on Amdocs aOS, Store Genie embeds telco-specific AI agents into customer engagement workflows, advancing Smart's AI innovation on a scalable, telco-grade foundation JERSEY CITY, NJ / ACCESS Newswire / March 18, 2026 / Amdocs (NASDAQ:DOX), a leading provider of software and services to communications and media companies, today announced that Smart Communications Inc. (Smart), wireless subsidiary of PLDT, a leading telecommunications and digital service provider in the Philippines, has selected Amdocs to help transform its retail and frontline operations through an agentic AI solution called Store Genie.Powered by Amdocs' Cognitive Core, a core capability within aOS, Amdocs' agentic operating system for telco, and running on AWS cloud infrastructure, Store Genie embeds telco-specific intelligence directly into frontline workflows. Store Genie enables autonomous real-time issue resolution within retail interactions, reduces handling time, and improves productivity across Smart's retail footprint. The solution localizes agentic workflows for high-volume, multilingual environments while operating within telco-grade governance and control.Store Genie is currently deployed across all Smart retail stores, with initial results indicating that more than 90% of customer requests are resolved through the platform. Cognitive Core accelerates AI adoption for communications service providers (CSPs) by integrating telco-specific intelligence with existing AI ecosystems and BSS/OSS stacks, ensuring governed, scalable deployment within live operational environments."We are focused on embedding AI-driven intelligence directly into our retail operations to strengthen how our teams engage with customers and manage service interactions," said Gilbert Gaw, First Vice President and Head of Information Technology and the Transformation Office, PLDT and Smart. "With Store Genie, we are integrating agentic capabilities into our frontline workflows, enabling real-time resolution of customer requests while maintaining the scalability, governance, and operational control required in a high-volume telecom retail environment.""Our customers expect experiences that are simple, intuitive, and relevant to their needs," said Eden Techico, VP - Retail Sales and Transformation at Smart. "Through our collaboration with Amdocs on the Cognitive Core-powered Store Genie, we are integrat...