Philippine Airlines . Airlines
Voice agent on reservation hotlines handling bookings, flight status, baggage and fare questions in English, Tagalog and Taglish
Production
Pilot
Production
Scaled
Killed
Working with ibex, its long-standing BPO partner, PAL launched a Sierra voice agent on three Philippine hotlines in April 2026.From the source, 2026-09-08
What happened
Philippine Airlines replaced its phone menu with a Sierra voice agent on three Philippine hotlines in April 2026, and later routed all US calls to it, which Sierra says adds about 70,000 calls a month. Sierra reports a 4.7 out of 5 satisfaction score and says the agent now covers four hotlines. These are vendor-reported numbers. Rebooking and name corrections are next.
Sources
- Company
- Philippine Airlines
- Industry
- Airlines
- Vendor / platform
- Sierra (deployed with ibex)
- Type
- Voice agent
- Status
- Production
- Evidence date
- 2026-09-08
- Source
- https://sierra.ai/customers/philippine-airlines
- Notes
- Vendor-published case study. The Sierra case study page has no date; 2026-09-08 is the date Sierra announced the partnership on X.
- Last checked
- 2026-10-17
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.