PLDT, the leading digital services provider in the Philippines, has scaled its operations using the UiPath Platform. Consequently, the telco now supports rising demand nationwide. This demand stems from accelerating 5G adoption. Additionally, expanding broadband usage and growing satellite connectivity are driving the shift. As a result, PLDT turned to UiPath Platform automation to modernize its service delivery.
Furthermore, PLDT integrated business orchestration and agentic capabilities from the UiPath Platform. This move streamlined knowledge retrieval across the organization. Therefore, employees can now access and act on information faster. Consequently, teams overcame long-standing service restoration bottlenecks. Moreover, they now respond to customer queries more quickly. In turn, this enables proactive engagement and greater transparency during issue resolution.
“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. “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.”
Three AI Solutions Drive Measurable Results
Specifically, PLDT deployed three AI-powered tools within its core workflows. First, KAI (Knowledge, Automation, Intelligence) transforms knowledge retrieval instantly. Previously, this process took up to five days. Now, however, it delivers contextual answers within one to three seconds. Meanwhile, KAI creates roughly 12 FTE-equivalent productivity capacities annually. Also, it cuts an estimated 25,000 to 30,000 manual hours each year.
Similarly, Ellie (Enablement and Intelligence Engine) drives significant productivity gains. This digital assistant reduces manual effort by 25 to 35%. Additionally, it saves 18,000 to 25,000 hours annually. Meanwhile, Ellie delivers customer responses up to 80% faster. Thus, PLDT Enterprise teams can focus more on growth and innovation.
Meanwhile, ERICA (Enterprise Risk Intelligence Companion Agent) accelerates risk management. Since its February 2026 deployment, ERICA synthesizes data automatically. Then, it scores risks and recommends treatments. Consequently, evaluations that once took two to ten days now finish within a day. Overall, this results in a 97% to 99% reduction in manual effort.
Ultimately, this UiPath Platform deployment positions PLDT for continued digital growth.
“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 personalized customer experiences. By empowering our teams with smarter ways of working, we are driving innovation and building a more agile organization for the future,” said Gilbert Gaw, PLDT and Smart First Vice President and Head of IT and Transformation Office.
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News Source: Businesswire.com
