Philippine telecommunications group PLDT has expanded its use of UiPath’s automation platform across three internal artificial intelligence systems, with the companies reporting faster knowledge retrieval, customer response and enterprise-risk reviews.
UiPath said in a September 10 announcement supplied to TNGlobal that PLDT is using its platform for KAI, an internal knowledge assistant; Ellie, a digital assistant for enterprise teams; and ERICA, an agent for risk-management work. PLDT has disclosed the individual systems during 2026, while the latest announcement brings them together with estimates of their operational impact.
AI tools target distinct workflows
KAI, short for Knowledge, Automation and Intelligence, retrieves information for proposal development and customer support from sources approved by PLDT. The operator said the system reduces a research process that could take as long as five days to contextual responses in one to three seconds.
PLDT described KAI in an official update as a homegrown assistant developed by its network team. The company said it was originally built on Microsoft Copilot, then migrated to and enhanced on UiPath and integrated with Microsoft Teams. Its users include enterprise sales, pre-sales and network teams.
Ellie, or the Enablement and Intelligence Engine, connects internal knowledge and workflows for PLDT Enterprise employees. A separate PLDT post said the assistant was built by PLDT Innolab and the company’s IT organization, initially using Microsoft Copilot before implementation on UiPath.
ERICA, the Enterprise Risk Intelligence Companion Agent, was deployed in February. It synthesizes information, scores risks and recommends treatments for annual risk reviews. PLDT previously introduced the system as an agentic AI application built on UiPath for enterprise risk management.
PLDT gives estimates of time saved
PLDT estimates that KAI removes 25,000 to 30,000 hours of manual work a year and creates productivity capacity equivalent to about 12 full-time roles. The company also described the response process as 99 percent faster. It did not disclose the measurement period, number of users, volume of requests or the method used to calculate the full-time-equivalent figure.
For Ellie, PLDT reported a 25 percent to 35 percent reduction in manual effort, annual time savings of 18,000 to 25,000 hours and customer response times that are up to 80 percent faster. The announcement did not specify which customer interactions were measured or whether the time estimates overlap with benefits attributed to KAI.
Risk evaluations supported by ERICA now take between five minutes and one day, compared with two to 10 days previously, according to PLDT. The operator estimated a 97 percent to 99 percent reduction in manual effort. The broad ranges indicate that outcomes vary by review, and PLDT did not provide an independent audit of the results.
Governance remains part of deployment
PLDT said KAI is grounded only in approved sources, an approach intended to limit unsupported answers when employees retrieve operational and product information. The company did not detail its access controls, model providers, human-review rules or procedures for updating the source material.
Gilbert Gaw, PLDT and Smart first vice president and head of the IT and Transformation Office, said the work is intended to put more intelligence into operations, streamline processes and improve the consistency of customer service. UiPath said its platform combines automation, orchestration, AI and testing in governed workflows.
The latest figures are company estimates rather than independently verified performance data. They nevertheless provide a more concrete view of how a major Southeast Asian telecommunications operator is applying AI to internal work than announcements limited to pilot plans or memoranda of understanding.
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