PLDT is using a fleet of in-house AI agents built with UiPath technologies to automate enterprise sales, knowledge retrieval, and risk management, reclaiming tens of thousands of hours of manual work each year.
The initiative, developed using the UiPath Platform, Agent Builder, Integration Service, and Robots, earned PLDT a Silver Award at the 2026 UiPath AI Breakthrough Awards, which recognize enterprise-scale implementations of agentic AI and intelligent workflows.
AI agents transform sales operations
PLDT’s flagship AI assistant, Ellie (Enablement & Intelligence Engine), combines enterprise knowledge with live CRM data to provide actionable information to sales teams.
Ellie can automatically generate customer-ready proposals and presentations, helping PLDT reclaim an estimated 18,000 to 25,000 hours annually. Sales teams have reported a 40% to 60% reduction in time spent preparing standard proposals and presentations, while proposal errors declined by 40% to 50%.
The system also monitors customer health indicators and uses predictive analytics to identify potential churn risks, allowing relationship managers to receive alerts and recommendations for retention and upselling opportunities.
AI expands beyond sales
PLDT is also using KAI (Knowledge, Automation, Intelligence) to accelerate enterprise knowledge retrieval. A process that previously could take up to five days can now produce contextual responses in one to three seconds. KAI is estimated to eliminate 25,000 to 30,000 hours of manual work annually.
Meanwhile, ERICA (Enterprise Risk Intelligence Companion Agent) automates structured risk statements and compliance scoring. The AI agent has reduced manual effort by 97% to 99%, shortening risk assessments from two to 10 days to as little as five minutes to one day.
PLDT and Smart First Vice President and Head of IT and Transformation Office Gilbert Gaw said the recognition reflects the company’s efforts to explore what agentic AI can achieve across its operations.
The deployment demonstrates how agentic AI is moving beyond individual automation tasks toward connected enterprise workflows, allowing employees to spend less time on repetitive processes and more time on customer engagement, decision-making, and higher-value work.
