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%
UiPath, a leader in business orchestration and automation, announced that PLDT, the Philippines’ leading digital services provider, has scaled its service delivery using the UiPath Platform™ to keep pace with rising demand driven by accelerating 5G adoption, expanding broadband usage, and the growing uptake of satellite connectivity nationwide.
PLDT integrated business orchestration and agentic capabilities from the UiPath Platform to streamline knowledge retrieval and modernize how employees access and act on information. The transformation has helped PLDT teams overcome service restoration bottlenecks, enabling them to respond to customer queries faster, deliver more proactive customer engagement, and maintain greater transparency throughout the issue-resolution process.
By embedding UiPath’s business orchestration and automation capabilities into core workflows, PLDT has deployed AI-powered solutions designed to address specific operational challenges.
KAI: Instant Knowledge Retrieval
KAI (Knowledge, Automation, Intelligence) transforms knowledge retrieval from a manual research process that could take up to five days into contextual responses delivered in just one to three seconds.
Powered by an agentic AI assistant and grounded exclusively in approved sources, KAI eliminates repetitive research involved in proposal creation and customer support.
The solution generates approximately 12 FTE-equivalent annual productivity capacity while reducing an estimated 25,000 to 30,000 hours of manual effort each year.
By delivering a 99% faster response rate, KAI enables PLDT to expand organizational capacity without additional headcount while allowing employees to move away from repetitive information gathering and focus more on higher-value, consultative work.
Ellie: Driving Massive Productivity Gains
Ellie (Enablement and Intelligence Engine) is an internal AI-powered digital assistant designed to transform fragmented knowledge and workflows into intelligent action.
Ellie reduces manual effort by 25% to 35%, saves an estimated 18,000 to 25,000 hours annually, and delivers up to 80% faster customer response times.
By connecting people, knowledge, and systems, Ellie empowers PLDT Enterprise teams to devote more time to customers, growth, and innovation.
The platform represents a broader shift in enterprise AI—from AI that simply provides answers to AI that puts knowledge to work.
ERICA: Accelerating Risk Management
ERICA (Enterprise Risk Intelligence Companion Agent) is an agentic artificial intelligence capability deployed in February 2026 to help manage the increasing complexity of annual risk reviews.
ERICA automatically synthesizes data, scores risks, and recommends treatments, reducing complex evaluations from two to 10 days to just five minutes to one day.
The solution drives a 97% to 99% reduction in manual effort, allowing teams to concentrate more directly on strategic risk treatment.
Turning Enterprise Knowledge into Actionable Intelligence
“The telecommunications sector is playing a major role in the Philippines’ rapidly evolving digital economy,” said Karl Crowther, Area Vice President, Middle East & Africa and South Asia, 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.”
For PLDT, the integration of AI and automation is part of its broader effort to use technology to respond to the country’s growing digital needs while improving how teams work and serve customers.
“At PLDT, we are committed to harnessing technology to better serve our customers and support the country’s growing digital needs. 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,” said Gilbert Gaw, PLDT and Smart First Vice President and Head of IT and Transformation Office.
