Integrated telco network PLDT Inc. (PLDT) is using artificial intelligence (AI) to speed up enterprise sales and customer support, deploying a conversational assistant that delivers real-time network and product insights during client discussions.
Called KAI (Knowledge, Automation, Intelligence), the tool runs on the UiPath platform and is now live in production. PLDT said it is the first Southeast Asian telco to deploy UiPath’s conversational AI agent in an operational environment, marking a shift toward data-driven, “tech-enabled selling.”
KAI is designed for PLDT Enterprise teams, giving staff instant access to information such as network availability, product details, and solution options while speaking with customers. The goal is to reduce response times, improve accuracy, and increase conversion rates in enterprise deals.
“Before KAI, our teams had to dig for answers in the middle of a customer conversation,” said Eric Santiago, head of Network Strategy and Architecture at PLDT and Smart. “Now the information comes to them. That improves how fast we respond, how well we design solutions, and how much our customers trust us.”
The assistant uses agentic AI, which means it can surface insights and assist decision-making without replacing human interaction. PLDT said this approach simplifies workflows, reduces manual lookups, and improves the quality of conversations with enterprise clients.
For businesses, this translates to faster validation of network capacity, clearer solution design discussions, and quicker turnaround in evaluating connectivity options, areas that typically slow down enterprise telecom engagements.
“By combining agentic automation with human-in-the-loop governance, PLDT is turning complex data into timely, actionable insights, enabling their teams to deliver measurable business impact,” said Amit Khandelwal, regional vice president and managing director, Southeast Asia, UiPath.
PLDT said future updates to KAI will include deeper real-time network intelligence and the ability to automatically generate customized enterprise solutions based on customer requirements.
“Soon, we can even automate the creation of solutions specific to customer needs,” Santiago said. “When our teams are equipped with the right information at the right time, customers benefit through more reliable connectivity, stronger solutions, and partnerships built on trust and transparency.”