PLDT has deployed UiPath automation and AI capabilities across internal workflows for knowledge retrieval, customer service and enterprise risk management. The deployment comes as demand grows across its 5G, broadband and satellite connectivity services in the Philippines.
Three specialised systems, designated KAI, Ellie and ERICA, address different areas of manual work within the company. UiPath reported that the rollout has driven substantial reductions in both research time and overall employee effort. In addition, the platforms have delivered noticeably shorter processing times for risk assessments.
Faster access to internal knowledge
KAI, short for Knowledge, Automation, Intelligence, supports research used for proposal creation and customer service operations. As an internal AI assistant, the tool draws exclusively from approved information sources and provides contextual responses to employee queries. UiPath reported that research which could previously take up to five days can now be completed in one to three seconds, representing a 99% improvement in response speed. The company estimates that KAI reduces between 25,000 and 30,000 hours of manual work annually, creating productivity capacity equivalent to approximately 12 full-time employees. By curbing repetitive information gathering, the system is intended to give employees more time for consultative work.
PLDT is also using Ellie, or the Enablement and Intelligence Engine, as an internal AI assistant that connects employees with information and workflows. According to UiPath, Ellie reduces manual effort by between 25% and 35% and saves an estimated 18,000 to 25,000 hours each year, while customer response times have improved by up to 80%.
The two systems handle related parts of the broader information process. While KAI shortens the time required to find approved information, Ellie connects fragmented knowledge and workflows so employees can act on that information.
AI supports annual risk reviews
ERICA, or the Enterprise Risk Intelligence Companion Agent, was deployed in February 2026 to support PLDT’s annual risk reviews by bringing together information, scoring risks and recommending treatments. UiPath reported that assessments which previously took between two and 10 days can now be completed in periods ranging from five minutes to one day. The company estimates that this reduces manual effort by between 97% and 99%, allowing employees to focus on deciding how identified risks should be addressed.
Karl Crowther, Area Vice President, Middle East & Africa and South Asia at UiPath, linked the deployment to increasing pressure on telecommunications providers as customer expectations rise alongside greater use of 5G, broadband and digital services. He also pointed to the role of automation in helping PLDT teams resolve issues and make decisions more quickly.
“The telecommunications sector is playing a major role in the Philippines’ rapidly evolving digital economy,” Crowther said. “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.”
Automation targets service bottlenecks
PLDT integrated UiPath’s automation and AI capabilities into its workflows to address service restoration bottlenecks and improve how employees access and use information. In doing so, the company aims to help teams respond to customer queries faster and engage customers more proactively. Furthermore, the technology is intended to provide greater transparency during the issue-resolution process.
The three deployments cover proposal and customer support research, employee workflows and enterprise risk assessments. Gilbert Gaw, PLDT and Smart First Vice President and Head of IT and Transformation Office, said the partnership is intended to improve operations while supporting the company’s growing digital services.
“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 personalised customer experiences. By empowering our teams with smarter ways of working, we are driving innovation and building a more agile organisation for the future,” Gaw said.
