TELECOM | PLDT deploys Southeast Asia’s first UiPath conversational AI for enterprise teams
The platform is built on UiPath’s agentic automation technology, combining AI-driven insights with human oversight.
PLDT Inc. has rolled out an AI-powered conversational assistant for its enterprise business, becoming the first telecommunications provider in Southeast Asia to deploy UiPath’s conversational AI in a live production environment.
The system, called KAI (Knowledge, Automation, Intelligence), is designed to support PLDT Enterprise teams by providing real-time access to network data, product information, and solution insights during customer engagements.
KAI enables enterprise sales and support teams to retrieve relevant information more quickly while interacting with clients, reducing response times and improving the accuracy of proposed solutions. According to PLDT, the tool supports a “tech-enabled selling” approach, where AI augments human teams rather than replacing them.
Eric Santiago, head of network strategy and architecture at PLDT and Smart, said the system changes how teams access information during customer interactions, allowing faster responses and more efficient solution design.
The platform is built on UiPath’s agentic automation technology, combining AI-driven insights with human oversight. UiPath said the deployment demonstrates how AI can be used to turn complex operational data into actionable intelligence for enterprise use cases.
For enterprise clients, the rollout is expected to improve engagement through faster validation of network availability and clearer discussions of customized solutions.
PLDT said future updates to KAI will include real-time network capacity insights and the ability to automatically generate customer-specific solutions, aimed at accelerating decision-making and improving service delivery.
The deployment is part of PLDT’s broader push to expand AI adoption across its operations and enhance enterprise services as demand for digital infrastructure grows. The initiative also aligns with efforts to support innovation and infrastructure development in the Philippines.
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