PLDT Expands Service Delivery With UiPath Automation

PLDT is expanding its use of the UiPath Platform to strengthen customer service, improve operational efficiency, and scale digital connectivity services. The Philippine telecommunications company is using business process automation and AI-powered capabilities to help employees resolve issues faster and manage growing service demands.

The expanded deployment combines automation, artificial intelligence, and business orchestration to support several areas of PLDT’s operations. The company is applying UiPath capabilities to customer engagement, enterprise knowledge management, risk intelligence, and other business processes.

PLDT Expands AI and Automation Across Operations

PLDT and UiPath are working together to move beyond traditional task automation and introduce intelligent capabilities across the company’s operations. The deployment uses the UiPath Platform to connect AI agents, automation, enterprise knowledge, and business workflows.

The approach is designed to help PLDT teams process information more efficiently and make faster decisions. It also supports the telecommunications provider as demand for digital connectivity continues to increase.

According to PLDT, integrating business orchestration and automation helps the company bring greater intelligence into its operations while improving the consistency of customer experiences.

Conversational Agent Saves 30,000 Hours Annually

One of the key applications involves a conversational agent that helps PLDT employees handle customer-related processes. According to UiPath, the solution is expected to save approximately 30,000 hours each year.

The conversational capability allows employees to access information and complete certain tasks more efficiently. By reducing manual work, PLDT can redirect employee time toward activities that require greater attention and decision-making.

The deployment demonstrates how the company is using AI and automation to improve productivity while supporting its broader customer-service objectives.

Digital Assistant Speeds Up Customer Responses

PLDT is also using a digital assistant to improve how quickly it responds to customers. The technology has enabled the company to respond to customer inquiries up to 80% faster, according to UiPath.

Faster responses can help PLDT improve customer engagement while reducing the time employees spend searching for information or performing repetitive tasks.

The digital assistant forms part of a broader effort to use AI-powered automation to make customer interactions more efficient and responsive.

ERICA Reduces Manual Risk Management Work

Another major application is ERICA, an agentic AI capability designed to support PLDT Group’s enterprise risk management activities.

ERICA, or the Enterprise Risk Intelligence Companion Agent, helps teams analyze operational information, identify potential risks, and turn complex data into actionable insights. PLDT developed the capability with its enterprise risk management team, PLDT and Smart’s IT and Transformation Office, and UiPath.

UiPath reported that ERICA can reduce manual effort associated with risk-management processes by between 97% and 99%. The deployment represents an important step toward applying agentic AI to internal enterprise functions within the telecommunications sector.

The system enables teams to spend less time on repetitive assessment activities and more time evaluating risks and making informed decisions.

Turning Enterprise Knowledge Into Actionable Intelligence

PLDT’s broader automation strategy focuses on making enterprise knowledge more useful across business processes.

Gilbert O. Gaw, first vice president and head of the IT and Transformation Office at PLDT and Smart, said the company’s partnership with UiPath is helping it bring greater intelligence into operations and streamline processes.

The company is using automation to transform information into actionable intelligence. This can help employees resolve issues more efficiently while supporting faster and more consistent decisions.

The strategy also reflects a shift in enterprise automation. Rather than automating individual repetitive tasks, organizations are increasingly connecting AI agents, employees, applications, and workflows to manage more complex processes.

UiPath Supports PLDT’s Agentic AI Strategy

UiPath’s platform provides PLDT with capabilities for business orchestration and agentic automation. These capabilities allow organizations to coordinate AI agents, automated processes, data, and human decision-making across business workflows.

For PLDT, this approach provides a foundation for scaling AI beyond isolated use cases. The company can apply automation to customer service while also using agentic capabilities in areas such as risk management and enterprise operations.

Karl Crowther, area vice president for the Middle East, Africa, and South Asia at UiPath, said PLDT’s deployment demonstrates how business orchestration can transform enterprise knowledge into actionable intelligence.

This combination of automation and AI can help teams resolve issues more efficiently, accelerate decision-making, and strengthen customer trust.

Supporting Growth in Digital Connectivity

PLDT’s automation initiatives come as demand for digital connectivity continues to grow. As a major telecommunications provider in the Philippines, the company needs to manage increasingly complex customer and operational requirements.

Automation can help PLDT scale service delivery without relying solely on additional manual effort. AI-powered assistants and agents can handle repetitive processes, provide information more quickly, and support employees with complex decisions.

The company’s work with UiPath shows how telecommunications providers can use enterprise automation to improve both front-office and back-office operations.

Moving Toward More Intelligent Enterprise Automation

PLDT’s deployment highlights the growing role of agentic AI and orchestration in enterprise technology strategies.

The company is using UiPath capabilities across multiple initiatives rather than limiting automation to a single department. Customer service, enterprise knowledge, risk management, and operational processes can all benefit from connected automation.

By combining AI agents with established automation technologies, PLDT aims to create more efficient workflows while giving employees better access to information and decision-support capabilities.

As the telecommunications industry continues to evolve, PLDT’s approach demonstrates how companies can use intelligent automation to respond to increasing service demands while improving operational performance.

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