PLDT has deployed artificial intelligence agents and automation tools across its customer service, knowledge management, and risk operations as the telecommunications company seeks to reduce manual work and respond more quickly to customers.
The company is using the UiPath Platform to run three internal AI systems: KAI for knowledge retrieval, Ellie for enterprise workflows and customer support, and ERICA for risk assessment.
KAI, or Knowledge, Automation, Intelligence, searches information from sources approved by PLDT and generates contextual responses in one to three seconds. UiPath said the process previously required up to five days of manual research.
The tool is estimated to eliminate between 25,000 and 30,000 hours of manual work annually, equivalent to the productivity capacity of about 12 full-time employees. PLDT uses KAI for tasks such as preparing proposals and addressing customer support requests.
Ellie, short for Enablement and Intelligence Engine, connects PLDT Enterprise employees with internal information and workflows.
According to UiPath, the digital assistant has reduced manual effort by 25% to 35%, saved an estimated 18,000 to 25,000 hours a year, and shortened customer response times by as much as 80%.
PLDT also deployed ERICA, or Enterprise Risk Intelligence Companion Agent, in February 2026. The system consolidates data, scores identified risks, and recommends possible treatments during annual risk reviews.
UiPath said ERICA reduced assessments that previously took two to 10 days to between five minutes and one day, cutting manual effort by 97% to 99%.
“The telecommunications sector is playing a major role in the Philippines’ rapidly evolving digital economy,” said Karl Crowther, area vice president for Middle East and Africa and South Asia at UiPath.
“Customer expectations continue to rise alongside the growth of 5G, broadband, and digital services. This has created increased pressure on communications providers to deliver faster, more seamless support experiences. 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.”
PLDT said the systems are intended to help employees retrieve information more quickly, address service restoration bottlenecks, and provide customers with updates during issue resolution.
“At PLDT, we are committed to harnessing technology to better serve our customers and support the country’s growing digital needs,” said Gilbert Gaw, PLDT and Smart first vice president and head of the IT and Transformation Office
“Our partnership with UiPath enables us to bring greater intelligence into our operations, streamline processes, unlock the value of enterprise knowledge, and deliver more consistent and personalized customer experiences. By empowering our teams with smarter ways of working, we are driving innovation and building a more agile organization for the future.”
