PLDT has received a Silver Award at the 2026 UiPath AI Breakthrough Awards for deploying artificial intelligence agents to automate enterprise sales, knowledge retrieval and risk management, with the company reporting tens of thousands of hours in annual productivity gains.
Announced by UiPath on Oct. 5, the recognition covers PLDT’s implementation of AI agents built using the UiPath Platform, including Agent Builder, Integration Service and Robots. The systems are designed to reduce manual work and streamline operations across several business functions.
One of the initiatives, Ellie, or Enablement & Intelligence Engine, serves as an AI assistant for enterprise sales teams. It consolidates enterprise information and live customer relationship management data to help generate customer proposals and presentations.
PLDT estimates that Ellie saves between 18,000 and 25,000 hours of work annually. The company also reported a 40 percent to 60 percent reduction in the time needed to prepare standard proposals and presentations, alongside a 40 percent to 50 percent decline in proposal errors.
The company said it has also observed a 20 percent to 50 percent increase in upsell rates. Ellie additionally monitors customer indicators, including product utilization and delayed payments, to identify potential churn risks and provide relationship managers with alerts, retention recommendations and sales opportunities.
Two other AI initiatives support PLDT’s automation strategy.
KAI, or Knowledge, Automation, Intelligence, automates information retrieval using approved sources. According to PLDT, the system reduces research tasks that previously took as long as five days to responses delivered in one to three seconds.
The company estimates that KAI reduces manual work by 25,000 to 30,000 hours annually, equivalent to approximately 12 full-time employees’ annual productivity capacity. PLDT also reported a 99 percent faster response rate, allowing employees to spend less time gathering information and more time on customer support and consultative work.
ERICA, or Enterprise Risk Intelligence Companion Agent, automates the preparation of structured risk statements and scoring against compliance standards. PLDT said the system has reduced manual effort by 97 percent to 99 percent, cutting risk assessment timelines from two to 10 days to between five minutes and one day.
Gilbert Gaw, PLDT and Smart first vice president and head of the IT and Transformation Office, said the award recognized the work of the teams behind the three AI initiatives.
“Technology is at the heart of how PLDT serves our customers and supports the country’s growing digital needs,” Gaw said. He added that the recognition would encourage the company to continue exploring the capabilities of agentic AI.
Karl Crowther, UiPath area vice president for the Middle East and Africa and South Asia, said PLDT’s deployment demonstrated how AI agents and business orchestration could change enterprise workflows and allow employees to focus on higher-value tasks.
The award comes as telecommunications companies explore AI applications beyond customer-facing services, including internal operations, enterprise account management and risk assessment. PLDT’s reported productivity figures illustrate the potential operational benefits of these systems, although the figures were provided by the company and no independent validation was cited in the announcement.
UiPath’s AI Breakthrough Awards recognize organizations deploying agentic AI, business orchestration and intelligent workflows at enterprise scale.
