PLDT is expanding its use of enterprise AI and automation through the UiPath Platform to improve service delivery as demand grows for 5G, broadband, and satellite connectivity in the Philippines.
The digital services provider has deployed AI-powered capabilities across key operational workflows, using agentic AI, business orchestration, and automation to turn enterprise knowledge into actionable information.
Among the solutions is KAI (Knowledge, Automation, Intelligence), an AI assistant that reduces knowledge-retrieval tasks from a process that can take up to five days to contextual responses delivered in one to three seconds. PLDT estimates the system can reduce 25,000 to 30,000 hours of manual work annually.
PLDT also uses Ellie (Enablement and Intelligence Engine), an AI-powered digital assistant designed to connect fragmented knowledge and workflows. The system reportedly reduces manual effort by 25% to 35% and can deliver customer responses up to 80% faster.
For risk management, ERICA (Enterprise Risk Intelligence Companion Agent) uses agentic AI to synthesize data, score risks, and recommend treatments. Deployed in February 2026, the system has reduced complex risk evaluations from two to 10 days to as little as five minutes to one day, according to PLDT.
The deployment highlights how telecommunications companies are moving beyond AI experimentation toward workflow automation and AI agents that can support decision-making and operational execution.
PLDT and UiPath said the initiative is intended to help employees spend less time on repetitive information-processing tasks and more time on customer service, strategic work, and innovation.
