UiPath Powers PLDT’s AI Transformation to Enhance Customer Service and Operational Efficiency Amid Surging Demand for Digital Connectivity

Leading Philippine telco deploys UiPath solutions across key initiatives—saving 30,000 hours annually through its conversational agent, responding to customers 80% faster with its digital assistant, and empowering its risk intelligence agent to reduce manual effort by 97-99%

UiPath (NYSE: PATH), a leader in business orchestration and automation, announced that PLDT, the leading digital services provider in the Philippines, has scaled its service delivery using the UiPath Platform™ to support rising demand driven by accelerating 5G adoption, expanding broadband usage, and the growing uptake of satellite connectivity nationwide.

PLDT integrated business orchestration and agentic capabilities from the UiPath Platform to streamline knowledge retrieval and modernize how employees access and act on information. This empowered teams in PLDT to overcome service restoration bottlenecks, allowing them to respond to customer queries faster, deliver more proactive customer engagement, and maintain transparency throughout the issue-resolution process.

By embedding UiPath business orchestration and automation capabilities into its core workflows, PLDT has implemented AI solutions to address specific operational bottlenecks:

• KAI (Knowledge, Automation, Intelligence) for Instant Knowledge Retrieval: Transforms knowledge retrieval from a manual, up-to-five-day research process into contextual responses delivered in one to three seconds. Powered by an agentic AI assistant and grounded exclusively in approved sources, KAI eliminates repetitive research for proposal creation and customer support, creating approximately 12 FTE-equivalent annual productivity capacity and reducing an estimated 25,000 to 30,000 hours of manual effort annually. This enables a 99% faster response rate, increases organizational capacity without additional headcount, and allows teams to shift from repetitive information gathering toward higher-value, consultative work.
• Ellie (Enablement and Intelligence Engine) for Massive Productivity Gains: A breakthrough internal AI-powered digital assistant that turns fragmented knowledge and workflows into intelligent action. Ellie reduces manual effort by 25–35%, saves an estimated 18,000 to 25,000 hours annually, and delivers up to 80% faster customer response times. By connecting people, knowledge, and systems, Ellie empowers PLDT Enterprise teams to focus on customers, growth, and innovation—representing a fundamental shift in enterprise AI—from AI that provides answers to AI that puts knowledge to work.
• ERICA (Enterprise Risk Intelligence Companion Agent) for Rapid Risk Management: An agentic artificial intelligence capability deployed in February 2026 to manage the increasing depth of annual risk reviews. ERICA automatically synthesizes data, scores risks, and recommends treatments—slashing complex evaluations from two to ten days to five minutes to one day. This drives a 97% to 99% reduction in manual effort, allowing teams to focus purely on strategic risk treatment.

“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.”

“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.

About UiPath

UiPath (NYSE: PATH) is a leader in business orchestration and automation, trusted by organizations worldwide to transform enterprise complexity into intelligent, secure operations where AI agents reason, robots act, and people lead. Built for the modern enterprise and the world's most regulated industries, UiPath integrates automation, orchestration, AI, and testing into governed, scalable workflows—unlocking innovation at the speed of business while delivering the controls and compliance enterprise leaders demand. Visit www.uipath.com for more information.

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“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.