TELECOM | PLDT uses AI to speed customer service and risk management
PLDT said its KAI (Knowledge, Automation, Intelligence) system reduced a research process that previously took up to five days to between one and three seconds.
PLDT Inc. is using artificial intelligence tools to improve customer service, knowledge retrieval and risk management as demand for digital connectivity grows with wider 5G, broadband and satellite connectivity adoption in the Philippines.
The telecommunications company has deployed solutions from UiPath across several operations, including an AI-powered knowledge retrieval tool, a digital assistant and a risk intelligence agent.
PLDT said its KAI (Knowledge, Automation, Intelligence) system reduced a research process that previously took up to five days to between one and three seconds. The tool provides contextual responses based exclusively on approved sources and is used for proposal creation and customer support.
KAI is estimated to provide the equivalent of 12 full-time employees (FTEs) in annual productivity capacity while reducing 25,000 to 30,000 hours of manual work each year, according to UiPath.
PLDT Enterprise also uses Ellie (Enablement and Intelligence Engine), an internal AI-powered digital assistant designed to connect employees with fragmented knowledge and workflows.
Ellie reduces manual effort by 25% to 35%, saves an estimated 18,000 to 25,000 hours annually and can cut customer response times by up to 80%, UiPath said.
Another system, ERICA (Enterprise Risk Intelligence Companion Agent), was deployed in February 2026 to support annual risk reviews. The agent synthesizes data, scores risks and recommends treatments, reducing evaluations that previously took two to 10 days to between five minutes and one day.
UiPath said ERICA reduces manual effort by 97% to 99%, allowing risk teams to focus on risk treatment and other strategic work.
“The telecommunications sector is playing a major role in the Philippines’ rapidly evolving digital economy,” said Karl Crowther, Area Vice President for Middle East & 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,” Crowther said.
Gilbert Gaw, PLDT and Smart First Vice President and Head of IT and Transformation Office, said the company’s work with UiPath is intended to improve operations and customer experiences.
“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,” Gaw said.
The company said the AI deployments are part of its broader effort to make its operations more agile while helping employees shift from repetitive information gathering and processing to higher-value work.
Full disclosure: All news articles published on the TechSabado website are written by human journalists, unless otherwise specified. Final text editing is also performed by human editors, with artificial intelligence (AI) used only to assist with additional grammar and style guide corrections..
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