From L-R: Eric S. Santiago, Head of Network Strategy and Architecture at PLDT Inc. and Smart; Amit Khandelwal, Regional Vice President and Managing Director, Southeast Asia, UiPath; Blums S. Pineda, PLDT SVP and Head of Enterprise Business Group; and Gilbert O. Gaw, First Vice President and Head of the Information Technology and Transformation Office, during a discussion on AI-driven enterprise innovation and network intelligence.
Leading Philippine telco PLDT Inc. is accelerating its artificial intelligence adoption with the launch of ‘KAI’ (Knowledge, Automation, Intelligence), a homegrown AI-powered conversational assistant designed to enhance enterprise operations and customer engagement.
Developed on the platform of UiPath, KAI marks a regional milestone as the first conversational agent from UiPath to be deployed in a live production environment by a Southeast Asian telecom provider. The solution is tailored for PLDT Enterprise teams, enabling faster access to critical network intelligence, product data, and solution insights during real-time customer interactions.
Prior to KAI, enterprise teams often had to manually search for information during client engagements, slowing down response times. With the new AI assistant, relevant data is delivered instantly, allowing teams to respond more efficiently, design better solutions, and improve customer trust.
KAI is part of PLDT’s broader push toward “tech-enabled selling,” leveraging agentic AI to augment human capabilities rather than replace them. By simplifying workflows and reducing response times, the assistant enhances the quality of customer conversations and supports more informed decision-making.
For enterprise clients, the benefits are immediate—ranging from faster validation of network availability to clearer, more tailored discussions on connectivity and digital solutions. The system also lays the groundwork for future capabilities, including automated solution generation based on specific customer requirements.
According to PLDT leadership, integrating AI into frontline operations transforms complex data into actionable insights, strengthening service delivery and enabling measurable business outcomes. As KAI evolves, the company aims to provide even more seamless access to real-time network capacity and performance data.
The initiative aligns with PLDT’s continued investments in network innovation and digital transformation, reinforcing its position as a key partner for businesses navigating an increasingly connected economy. It also supports global development goals, particularly United Nations Sustainable Development Goals (SDG 9: Industry, Innovation, and Infrastructure), by advancing technology-driven infrastructure and enterprise solutions.
