PLDT deploys AI, automation from UiPath to speed service delivery

Leading Philippine telco deploys UiPath solutions across key initiatives—saving 30,000 hours annually through its conversational agent, responding to customers 80% faster with its digital assistant, and empowering its risk intelligence agent to reduce manual effort by 97-99%

PLDT Inc. is deploying artificial intelligence and automation to improve service delivery as demand for 5G, broadband and satellite connectivity grows across the Philippines.

The company has integrated business orchestration and agentic AI capabilities from the UiPath Platform into its operations to streamline knowledge retrieval, improve employee productivity and address service restoration bottlenecks.

The initiative allows PLDT teams to access information more quickly and respond to customer concerns with greater speed and transparency while supporting more proactive engagement throughout the issue-resolution process.

One of the company’s key AI deployments is KAI (Knowledge, Automation, Intelligence), an agentic AI assistant that provides contextual responses based exclusively on approved information sources. KAI has cut a knowledge-retrieval process that previously took up to five days to between one and three seconds, according to the company.

PLDT has also deployed Ellie (Enablement and Intelligence Engine), an internal AI-powered digital assistant that connects fragmented knowledge, workflows and systems.

A third capability, ERICA (Enterprise Risk Intelligence Companion Agent), was deployed in February 2026 to support PLDT’s risk-management activities.

The deployments come as Philippine telecommunications providers face growing pressure to deliver faster and more seamless customer experiences amid the country’s expanding digital economy.

“The telecommunications sector is playing a major role in the Philippines’ rapidly evolving digital economy,” UiPath area vice president for Middle East & Africa and South Asia Karl Crowther said.

Crowther said the expansion of 5G, broadband and digital services has raised customer expectations and increased pressure on communications providers to improve support.

“Leveraging the business orchestration and automation capabilities in the UiPath Platform allowed PLDT to transform enterprise knowledge into actionable intelligence, enabling teams to resolve issues more efficiently, make faster decisions and strengthen customer trust,” he said.

For PLDT, the adoption of AI is part of a broader effort to modernize its operations while improving the customer experience.

“At PLDT, we are committed to harnessing technology to better serve our customers and support the country’s growing digital needs,” PLDT and Smart first vice president and head of IT and Transformation Office Gilbert Gaw said.

Gaw said the company’s partnership with UiPath is helping PLDT bring greater intelligence into its operations, streamline processes and unlock the value of enterprise knowledge. — Darwin G. Amojelar