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How Philippine Airlines uses Sierra

4.7/5

Customer satisfaction (CSAT) in customer surveys

As published on sierra.ai, October 2026. Checked by usedby on Oct 9, 2026.

What happened

Philippine Airlines uses a Sierra voice agent, deployed with its BPO partner ibex, to answer customer hotline calls in English, Tagalog, and Taglish. The agent retrieves bookings, checks flight status, answers baggage and fare questions, and hands off out-of-scope requests to live agents with a conversation summary.

Summary written by usedby from the source page, in English. The figures are those of Sierra and Philippine Airlines, not ours.

  • 98%+“The agent delivered 98%+ accuracy across more than 900 FAQ test scenarios and a perfect pass rate on functional UAT.”
  • 75%“They found nearly a third of callers dropping at a single verification step, simplified the flow, and lifted retrieval success from 30% to 75%.”
  • 7.2%“Rewriting one question in the loyalty transfer flow — callers were confusing two membership tiers — cut mis-routed calls by more than half, from 15.5% to 7.2%.”
  • 70,000“Sierra won the evaluation handily, and PAL expanded immediately beyond the Philippines, routing all US traffic to the agent as well, adding roughly 70,000 calls a month.”

Working with ibex, its long-standing BPO partner, PAL launched a Sierra voice agent on three Philippine hotlines in April 2026. The agent understands English, Tagalog, and Taglish, uses a custom Filipino voice persona fine-tuned specifically for PAL

From the page. sierra.ai

ibex and Sierra have been top-performing partners for Philippine Airlines, and the deployment of AI voice agents is elevating our customer support to a new standard of quality and scale

Mac Munsayac, VP and Head of Customer Experience, Philippine Airlines. Source

What the story claims, and what we checked

What we compared with the page.

  • The figure: 4.7/5CheckedThe figure is on the page; its label is our wording.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Philippine Airlines.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Philippine Airlines uses SierraCheckedConfirmed line.
  • The result itselfNot checkedWe quote it; we did not measure it.

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