PLDT Home's fiber base and Smart's prepaid millions generate the country's heaviest service load; agentic triage, scheduling, and outage communications cut truck rolls and absorb typhoon-day surges.
PLDT is the Philippines' incumbent telecom group: PLDT Home leads fixed broadband, Smart serves tens of millions of mobile subscribers, and the enterprise arm anchors corporate connectivity.
Public factTyphoons and grid outages regularly hit Philippine networks; storm-driven service disruption is an annual operational certainty.
Public factHome-fiber repair economics are dominated by truck rolls, many dispatched for issues remote triage could resolve.
Reasoned inferenceLegacy fixed-line systems alongside modern mobile stacks make integration surface area a real evaluation factor.
Reasoned inferenceSmart's prepaid base carries the same promo-and-load contact intensity as the wider Philippine market.
Reasoned inferenceValidate with the account team before outreach: Diagnostics/OSS API availability for conversational triage · Current dispatch volumes and the share resolvable remotely · Cloud posture and incumbent CX vendors across Home and Smart
Technically capable but needs industry workflows, integration, acceleration, or managed operations
Evidence: The incumbent runs a large IT estate but sources platforms from vendors; with capex under publicly stated discipline, a consumption-priced partner solution fits the declared financial posture far better than any internal platform build.
Why they won't build the full stack: Legacy-stack complexity would make an internal build slow and risky, and management's deleveraging and free-cash-flow commitments leave no room for speculative platform engineering — buying outcomes above existing systems is the aligned move.
FY2025 capex fell to about PHP60 billion from PHP78 billion the prior year, with management guiding continued capex discipline, deleveraging, and positive free cash flow into 2026.
GTM implication: Sell opex reduction with no capex profile: consumption-priced conversations and avoided truck rolls drop straight into the free-cash-flow story management has committed to.
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Fiber repair triage & appointments Conversational diagnostics resolve remote-fixable issues; the rest get managed appointments with proactive updates. | Every avoided truck roll is direct opex; every kept appointment protects a technician-day. Friction today: 'No internet' calls dispatch technicians without structured remote triage; reschedules churn through queues. | VoiceViber/WhatsAppSMS | |||
Storm & outage communications Proactive, area-specific outage and restoration updates that suppress repeat inbound. | Typhoon days multiply inbound exactly when lines and staff are most strained. Friction today: Customers call repeatedly for restoration estimates no one can personally give. | SMSViber/WhatsAppVoice | |||
Smart prepaid load & promo service In-channel balance, promo, and load completion in Taglish and Cebuano. | The highest-volume mobile intents, where cost per contact must match sachet ARPU. Friction today: IVR and app flows leave a costly voice tail. | VoiceIn-app |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with PLDT / Smart's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for PLDT / Smart: Fiber service, mobile prepaid, and outage communications are distinct workflows across two business units — a Scale engagement with staged rollout fits the incumbent's cadence.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“Service reliability perception decides the fiber war. Proactive, honest outage communication at scale is a brand weapon only automation can wield on storm days.”
“The agentic layer sits above legacy and modern stacks alike, grounding in diagnostics and field-service APIs without forcing a systems consolidation first.”
“Truck rolls and storm surges are your two costliest operational patterns; conversational triage and proactive comms attack both directly.”
“A managed appointment with proactive updates is the difference between a kept promise and a detractor — at fiber-subscriber scale.”
“Consistent, logged customer communications during outages strengthen your NTC and consumer-protection posture rather than straining it.”
“Avoided truck rolls are the cleanest ROI in telecom; the pilot counts them explicitly against conversational-triage cost.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
The Philippines' incumbent fixed-and-mobile group: the largest home-fiber base plus Smart's tens of millions of mobile users — enormous service estate, complex legacy stack, deliberate buyer.
Operations workshop with PLDT Home leadership: quantify remote-resolvable dispatch share and scope a triage-plus-appointments pilot in one region.
Entry: Home-fiber repair triage & appointment management · Scale package · 10–14 weeks to production across priority workflows. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.