PLDT Cuts Manual Work Up to 99% With UiPath AI Automation

PLDT Cuts Manual Work Up to 99% With UiPath AI Automation

PLDT, the Philippines' leading telecommunications provider, has achieved dramatic efficiency gains by deploying UiPath automation across multiple operational areas, reducing manual workloads by as much as 99% in some functions.

The company implemented three distinct AI-powered systems on the UiPath Platform to handle surging demand for 5G, broadband, and satellite connectivity services, according to details first reported by Automation Watch.

Three systems deliver massive time savings

PLDT's KAI knowledge retrieval system represents the most dramatic transformation. The platform reduced information search time from up to five days down to one to three seconds, saving an estimated 25,000 to 30,000 hours of manual effort annually. KAI draws from approved sources to support proposal creation and customer support operations.

The Ellie digital assistant cuts manual effort by 25% to 35%, saving between 18,000 and 25,000 hours per year while delivering up to 80% faster customer response times.

ERICA, deployed in February 2026 for risk management, compressed complex risk evaluation timelines from two to ten days down to five minutes to one day. This represents a 97% to 99% reduction in manual effort for annual risk reviews.

"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," said Gilbert Gaw, PLDT and Smart First Vice President and Head of IT and Transformation Office.

Why it matters

PLDT's results demonstrate how enterprise automation can deliver measurable returns beyond incremental efficiency gains. The near-elimination of manual work in knowledge retrieval and risk assessment frees technical staff to focus on higher-value activities while simultaneously improving service quality. For telecom operators facing capacity constraints and rising customer expectations, these automation outcomes provide a concrete roadmap for scaling operations without proportional headcount increases.

The implementations enable PLDT teams to access and act on information more efficiently across service restoration, customer queries, and issue resolution processes.

UiPath provides business orchestration and automation software to organizations globally. The company trades on the New York Stock Exchange under the ticker PATH.

Details of PLDT's automation deployment were first reported by Automation Watch.