To keep pace with the surge in demand for 5G, high-speed broadband, and satellite connections, PLDT Inc. is supercharging its operations with artificial intelligence and automation technology to sharpen customer service across the Philippines.
The telecommunications giant has integrated business orchestration and agentic AI tools from the UiPath Platform into its daily workflow. The deployment aims to eliminate service restoration bottlenecks, streamline knowledge retrieval and boost overall staff productivity.
By equipping teams with these tools, PLDT can surface critical information faster, respond to customer issues with greater transparency and proactively address service concerns before they escalate.
Leading the charge is KAI (Knowledge, Automation, Intelligence), an agentic AI assistant engineered to deliver instant, contextual answers using only pre-approved corporate sources. The impact has been immediate, a knowledge-retrieval process that once dragged on for up to five days now takes a mere one to three seconds.
PLDT has also rolled out Ellie (Enablement and Intelligence Engine), an internal AI digital assistant designed to bridge disconnected workflows, systems and enterprise data. Rounding out the lineup is ERICA (Enterprise Risk Intelligence Companion Agent), deployed in February 2026 to elevate the company’s risk-management operations.
The move comes as local telecom providers face mounting pressure to deliver faster, frictionless digital experiences to support the nation’s rapidly expanding digital economy.
“The telecommunications sector is playing a major role in the Philippines’ rapidly evolving digital economy,” said Karl Crowther, area vice president for the Middle East & Africa and South Asia at UiPath.
Crowther pointed out that the rapid expansion of 5G and broadband services has elevated consumer expectations, placing heavier demands on service providers.
“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,” Crowther added.
For PLDT, embedding AI across its ecosystem aligns with a broader push to modernize infrastructure while elevating the overall customer experience.
“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.
Gaw emphasized that the collaboration with UiPath is enabling the company to build a smarter operational framework, optimize everyday processes and fully capitalize on its vast pool of enterprise knowledge.