Philippine telecommunications provider PLDT has expanded its use of UiPath’s business orchestration and automation platform as demand grows for 5G, broadband and satellite connectivity across the country.
UiPath said on 11 September that PLDT had deployed agentic artificial intelligence capabilities across customer service, knowledge management and risk operations. The initiatives are designed to improve response times, reduce manual work and help employees act more quickly on enterprise information.
One of the deployments, KAI — or Knowledge, Automation, Intelligence — provides contextual responses from approved sources in one to three seconds. UiPath said the system replaced a manual research process that could take up to five days and is expected to reduce between 25,000 and 30,000 hours of manual effort each year.
The technology generates productivity capacity equivalent to approximately 12 full-time employees, according to UiPath. The company said the deployment has enabled PLDT teams to spend less time gathering information for proposals and customer support, and more time on consultative and higher-value work.
PLDT has also implemented Ellie, an internal AI-powered digital assistant designed to connect fragmented knowledge and workflows. The tool reduces manual effort by 25% to 35%, saves an estimated 18,000 to 25,000 hours annually and enables customer response times to improve by up to 80%, UiPath said.
A third capability, ERICA — the Enterprise Risk Intelligence Companion Agent — was deployed in February 2026 to support PLDT’s annual risk reviews. ERICA synthesises data, scores risks and recommends treatments, reducing complex evaluations from between two and 10 days to between five minutes and one day. UiPath said the system has cut manual effort by 97% to 99%.
“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.
“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.” Karl Crowther
Gilbert Gaw, PLDT and Smart first vice-president and head of the IT and Transformation Office, said the partnership was helping the company streamline processes, unlock the value of enterprise knowledge and deliver more consistent and personalised customer experiences.
The deployment reflects a wider shift among telecommunications providers towards using AI not only to generate information, but also to connect knowledge, systems and workflows so employees can take action more efficiently.
