Award-winning automation strategy has allowed PLDT to reclaim significant hours of manual work annually across enterprise sales, risk management, and lead generation
UiPath, a leader in business orchestration and automation, has announced that PLDT, the Philippines’ leading digital services provider, is deploying a fleet of in-house AI agents built using UiPath Agent Builder™, Integration Service, and Robots to recover tens of thousands of hours of manual work annually. Powered by the UiPath Platform™, these AI agents are being used across enterprise sales, risk management, and lead generation to eliminate operational bottlenecks and empower employees.
PLDT earned a Silver Award at the 2026 UiPath AI Breakthrough Awards for its implementation. The awards recognize organizations that are advancing beyond traditional automation by deploying agentic AI, business orchestration, and intelligent workflows at enterprise scale to deliver measurable results and transform how their organizations operate.
Empowering Sales with Agentic AI
PLDT has transformed its enterprise sales operations through Ellie (Enablement & Intelligence Engine), its AI-powered assistant. Operating as an agentic AI layer orchestrated on the UiPath Platform, Ellie consolidates fragmented enterprise knowledge and integrates real-time customer relationship management (CRM) data to provide actionable insights directly to sales teams. It also automates the creation of customized, customer-ready proposals and presentations, reducing time-consuming manual work for sales support teams.
By streamlining information retrieval and proposal development, Ellie has helped PLDT reclaim an estimated 18,000 to 25,000 hours annually, allowing employees to redirect their time toward higher-value customer engagements.
Sales teams have also reported a 40% to 60% reduction in the time required to develop standard proposals and presentations, alongside a 40% to 50% decrease in proposal error rates. With faster access to insights and more time to focus on customers, PLDT has also observed a 20% to 50% increase in upsell rates.
Beyond sales enablement, Ellie serves as a strategic co-pilot by continuously monitoring customer health indicators. Through AI-driven predictive analytics, it identifies potential customer churn risks linked to declining product usage or delayed payments. The system then provides relationship managers with proactive alerts, retention recommendations, and potential upsell opportunities.
Building an Agentic Enterprise
By embedding AI into its core operations, PLDT is eliminating manual bottlenecks, strengthening operational resilience, and enabling Philippine enterprises to scale alongside the demands of the modern digital economy. Alongside Ellie, two additional initiatives are helping drive this transformation:
- KAI (Knowledge, Automation, Intelligence) for Instant Knowledge Retrieval: KAI transforms knowledge retrieval from a manual research process that can 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 tasks associated with proposal development and customer support. The initiative creates approximately 12 full-time equivalent (FTE) capacity in annual productivity and reduces an estimated 25,000 to 30,000 hours of manual work each year. It enables responses up to 99% faster, expands organizational capacity without requiring additional headcount, and allows employees to focus on higher-value, consultative work instead of repetitive information gathering.
- ERICA (Enterprise Risk Intelligence Companion Agent): ERICA automates the preparation of structured risk statements and scoring against compliance standards. The AI agent has reduced manual effort by 97% to 99%, cutting the time needed to complete risk assessments from two to 10 days to just five minutes to one day.
“We are thrilled to receive the Silver Award at the 2026 UiPath AI Breakthrough Awards,” said Gilbert Gaw, PLDT and Smart First Vice President and Head of IT and Transformation Office. “Technology is at the heart of how PLDT serves our customers and supports the country’s growing digital needs. This recognition is a proud moment for PLDT and a testament to the passion our teams have channeled into building Ellie, KAI, and ERICA. It fuels our drive to keep pushing the boundaries of what agentic AI can achieve for our business and our customers.”
“PLDT is setting a new global standard for what it means to be an AI-driven telecommunications provider,” said Karl Crowther, Area Vice President for the Middle East & Africa and South Asia at UiPath. “By combining the power of AI agents with UiPath’s agentic business orchestration capabilities, PLDT is fundamentally changing how work gets done, freeing their people to focus on higher-value opportunities and setting a new benchmark for intelligent, connected operations.”
