PLDT and Smart Communications Inc. are expanding the use of Microsoft’s artificial intelligence (AI) tools across their operations, following the PLDT Group’s investment in 1,000 Microsoft 365 Copilot seats.
The telecommunications companies plan to use AI to shorten routine work, improve decision-making, and free employees to focus on customer service, innovation, and growth.
Microsoft 365 Copilot can help employees draft documents, summarize meetings, review information, and prepare reports. PLDT and Smart are using the tool in finance, procurement, human resources, and customer-facing teams.
In finance and procurement, AI is helping employees complete reviews and analyze information faster. Customer service teams are using it to summarize feedback and respond more quickly, while internal teams are automating tasks that previously took more time and effort.
“Our partnership with Microsoft allows us to accelerate this transformation at scale, embedding AI into everyday processes and building new capabilities across the organization,” said Gilbert Gaw, first vice president, head of Information Technology and the Transformation Office at PLDT and Smart Communications Inc. “This is about driving real impact, improving how we work, and unlocking new opportunities for innovation.”
The 1,000 Copilot licenses serve as the foundation for a wider rollout of AI across the companies. PLDT and Smart said they are treating the technology as part of their daily operations, instead of using it only for small tests or separate projects.
The partnership could eventually support more advanced uses of AI in network operations, business services, and automated processes. These applications could help PLDT and Smart manage their telecommunications infrastructure and serve enterprise customers more efficiently.
The companies said the rollout will include employee training, rules governing the responsible use of AI, and systems for measuring its effect on the business.
“What stands out about the PLDT Group’s approach is that they’re focusing on real work and real outcomes. They’re embedding AI into the flow of everyday work, unlocking meaningful productivity gains while building long-term capability across the organization,” said Mayank Wadhwa, president of Microsoft ASEAN.