Amdocs Powers Smart’s Store Genie AI, Resolves Over 90% of Retail Requests
Smart Communications has deployed Amdocs’ AI-powered Store Genie across all its retail stores, achieving over 90% autonomous resolution of customer requests. Powered by Amdocs’ Cognitive Core on AWS infrastructure, Store Genie embeds telco-specific intelligence into multilingual frontline workflows, cutting handling time and boosting productivity under telco-grade governance.
1. Deployment Across Smart Retail Stores
Smart Communications, PLDT’s wireless unit, has rolled out Amdocs’ Store Genie solution in all of its retail outlets, embedding AI agents into frontline operations to handle customer interactions autonomously. This marks one of the largest agentic AI deployments in a high-volume telecom retail environment.
2. Autonomous Resolution and Productivity Gains
Initial metrics show Store Genie resolves over 90% of customer requests without human intervention, significantly reducing average handling time and improving staff productivity. The solution supports multilingual workflows, ensuring consistent service across diverse customer segments.
3. Telco-Grade AI Foundation
Store Genie runs on Amdocs’ Cognitive Core within the aOS platform hosted on AWS, integrating with existing BSS/OSS stacks under telco-grade governance. This foundation enables scalable, secure deployment of agentic AI and paves the way for future enhancements in customer engagement and operational automation.