PLDT advances AI transformation with UiPath

PLDT, a Philippine-based digital services provider, has integrated business orchestration and agentic capabilities from the UiPath Platform.

The move aims to improve customer service and engagement, and increase transparency in the issue-resolution process.

“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 personalised customer experiences,” said Gilbert Gaw, PLDT and Smart first vice president and head of IT and Transformation Office.

Advancing AI transformation

The integration with UiPath allows PLDT to implement the following AI solutions:

• Agentic AI-powered KAI (Knowledge, Automation, Intelligence): Facilitates instant knowledge retrieval
• Ellie (Enablement and Intelligence Engine) 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.
• ERICA (Enterprise Risk Intelligence Companion Agent) for Rapid Risk Management: An agentic artificial intelligence capability that can automatically synthesise data, score risks, and recommend treatments

Karl Crowther, area vice president, Middle East & Africa and South Asia, UiPath, shared: “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.”