UiPath, the leading provider of business orchestration and automation, today announced a significant milestone. PLDT is the nation’s premier provider of digital services. The company now has its own fleet of AI agents. They depend on the UiPath Agent Builder™, Integration Service and Robots. As such, tens of thousands of hours of manual work are reclaimed annually via PLDT agentic AI tools. These agents, powered by the UiPath Platform™ across enterprise sales, risk management and lead generation, The agents thus eliminate bottlenecks, empowering PLDT’s workforce.
The implementation won PLDT agentic AI a Silver Award at the 2026 UiPath AI Breakthrough Awards. Awards recognize organizations that do more than just automate. These companies use agentic AI, business orchestration and intelligent workflows at an enterprise scale. They also offer measurable impact and change the way their organizations work.
Agentic AI to Power Sales
PLDT agentic AI has transformed its enterprise sales operations with Ellie (Enablement & Intelligence Engine), its disruptive AI-powered assistant. Ellie is a full featured, agentic AI layer orchestrated on the UiPath platform. It aggregates disparate enterprise knowledge; it brings together live CRM data. Sales teams in turn get actionable intelligence directly. Ellie also cuts down on tedious manual work for the sales support team. Automated creation of customized, client-ready proposals and presentations.
PLDT has slashed information retrieval and proposal generation time by an estimated 18,000 to 25,000 hours annually. This time is used by the company to better engage with customers at higher value points.
Sales teams also say they spend 40% to 60% less time on standard proposal and presentation materials. Meanwhile, proposal error rates have been reduced by 40% to 50%. Faster insights gives teams more time for high value engagements. This resulted in a 20%-50% increase in upsell rates for PLDT.
Plus, Ellie is a strategic co-pilot, always monitoring customer health indicators. It uses AI-powered predictive analysis to spot churn risks. These risks are driven by lower product usage or delayed payment. Ellie then sends proactive alerts, retention recommendations, and upsell opportunities to relationship managers.
Creating an agentic enterprise
PLDT’s agentic AI is built on the foundation of AI in an effort to remove manual bottlenecks and future-proof its operations. This approach also enables Philippine enterprises to scale at the pace of the modern digital economy. Two other initiatives apart from Ellie are driving this transformation.
KAI (Knowledge, Automation, Intelligence) provides instant knowledge retrieval, first of all. It turns a manual research process of up to five days into contextual responses in one to three seconds. KAI is powered by an agentic AI assistant and is built on approved sources only. KAI removes the unnecessary research that goes into writing proposals and dealing with customer service. It generates some 12 FTE-equivalent annual productivity capacity. Similarly, PLDT agentic AI saves an estimated 25,000-30,000 hours of manual work per year. This results in a 99% faster response rate and boosts organizational capacity without adding headcount. Now teams can shift away from the repetitive work of collecting information to more valuable consultative work.
Second, ERICA (Enterprise Risk Intelligence Companion Agent) is an AI agent that automates the process of generating structured risk statements and scoring them against compliance standards. ERICKA has cut manual effort by 97% to 99%. Risk assessments that took 2 to 10 days can now be done in 5 minutes to 1 day.
“We are thrilled to receive the Silver Award at the 2026 UiPath AI Breakthrough Awards,” said Gilbert Gaw, PLDT and Smart First Vice President and Head of IT and Transformation Office. “Technology is at the heart of how PLDT serves our customers and supports the country’s growing digital needs. This recognition is a proud moment for PLDT and a testament to the passion our teams have channeled into building Ellie, KAI, and ERICA. It fuels our drive to keep pushing the boundaries of what agentic AI can achieve for our business and our customers.”
“PLDT is setting a new global standard for what it means to be an AI-driven telecommunications provider,” said Karl Crowther, Area Vice President, Middle East & Africa and South Asia, UiPath. “By combining the power of AI agents with UiPath’s agentic business orchestration capabilities, PLDT is fundamentally changing how work gets done, freeing their people to focus on higher-value opportunities and setting a new benchmark for intelligent, connected operations.”
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News Source: Businesswire.com
