The deployment of KAI, an internal knowledge assistant, has reduced information retrieval times by 99%, moving the process from days to mere seconds. This massive leap in efficiency is part of a broader digital overhaul initiated by PLDT, the leading telecommunications provider in the Philippines. As the nation experiences a surge in demand for 5G, fiber broadband, and satellite connectivity, the traditional manual methods of handling customer queries and internal data management have become obsolete. By integrating UiPath’s artificial intelligence and automation solutions, PLDT is addressing these operational bottlenecks head-on. The strategy isn’t just about speed; it’s about creating a transparent, agile support system that can handle the complexities of a modern digital economy. This transformation ensures that the company remains competitive while shifting its workforce toward higher-value tasks that require human intuition. By re-engineering its organizational intelligence, PLDT is making certain that data is not just stored but utilized as actionable intelligence across all business levels.
Optimizing Knowledge and Workflow Efficiency
Revolutionizing Internal Information Access
The introduction of KAI, which stands for Knowledge, Automation, and Intelligence, has fundamentally changed the way employees interact with the massive repositories of approved company data. Before this implementation, staff members tasked with drafting complex business proposals or resolving intricate customer service issues often spent as many as five days conducting manual research across various departments. Today, KAI provides contextual and highly accurate responses in approximately one to three seconds, representing an unprecedented shift in productivity. This tool is estimated to reclaim between 25,000 and 30,000 manual work hours annually, which is the equivalent output of roughly twelve full-time employees. Instead of being bogged down by administrative searching, the human workforce is now empowered to focus exclusively on strategic client interactions. This reduction in “time-to-knowledge” has allowed the company to scale its internal operations without needing a linear increase in administrative overhead or additional staff.
Bridging the Gap: Data and Action
While KAI focuses on finding data, another AI assistant named Ellie serves as the enablement and intelligence engine designed to facilitate immediate action. Ellie acts as a critical bridge between fragmented knowledge pools and active employee workflows, ensuring that information is effectively utilized to resolve customer pain points. By connecting disparate systems that previously operated in silos, Ellie has reduced manual effort by 25% to 35% across the organization. More impressively, this seamless flow of information has slashed customer response times by up to 80%, creating a fluid cycle where data moves from retrieval to resolution almost instantly. This system contributes an additional 18,000 to 25,000 hours of saved labor per year, transforming the “information process” from a series of disconnected steps into a continuous operation. This ensures that every piece of data retrieved by the AI tools is applied to a real-world scenario, thereby maximizing the return on investment for the company’s entire digital infrastructure.
Strengthening Enterprise Resilience and Speed
Automating High-Stakes Risk Assessments
Launched to manage the intricate world of enterprise risk, ERICA (Enterprise Risk Intelligence Companion Agent) has modernized the way the organization evaluates potential threats and compliance issues. The annual enterprise risk review was traditionally a grueling process that could take up to ten days of manual data aggregation, scoring, and analysis; ERICA has transformed this timeline, allowing the same comprehensive review to be completed in as little as five minutes. By automating the data-heavy aspects of risk assessment, the system reduces the manual workload in the risk department by a staggering 97% to 99%. This leap in performance allows risk specialists to move away from the tedious labor of data collection and focus entirely on the “treatment” phase of the risk lifecycle. Specialists can now spend their time deciding how to address and neutralize identified threats rather than merely identifying them. This ensures that the company remains resilient and compliant in an increasingly complex global regulatory environment without sacrificing speed.
Empowering a Strategic Human Workforce
The overarching theme of this technological integration was human-centric automation, where AI served as a force multiplier rather than a replacement for the existing staff. By automating the “boring but critical” aspects of the business, such as compliance and data entry, PLDT allowed its experts to dedicate their specialized skills to high-level decision-making and proactive customer engagement. This approach suggested that for a major telecommunications provider to thrive in the market, it had to bridge the gap between internal complexity and external expectations. The successful deployment of these AI tools created a more transparent environment where issues were identified and resolved with a level of precision that was previously impossible. Looking forward, the organization prioritized the expansion of these tools into predictive maintenance and autonomous network optimization. By removing systemic bottlenecks, the leadership ensured that the workforce remained agile. These strategic steps provided a blueprint for how legacy companies modernized operations through cognitive automation.