Key takeaways
- Conversational AI KAI puts timely network, product and solutions info in the hands of Enterprise teams for faster response to customers
- KAI supports “tech-enabled selling,” supporting human teams with data-driven insights; boosting human teams — not replacing them
- Soon on KAI: real-time network capacity insights, automated creation of customer-specific solutions
Leading integrated telco network PLDT Inc (PLDT) continues to strengthen AI adoption within the organization, with the launch of another homegrown AI-powered conversational assistant to support its PLDT Enterprise teams with timely network intelligence and product insights.
Dubbed KAI, which stands for “Knowledge, Automation, Intelligence,” the solution is the first conversational agent from UiPath, a leader in agentic business orchestration, to be deployed in a live production environment by a Southeast Asian telco provider, marking an industry milestone. Developed to support Enterprise teams, KAI enhances how PLDT Enterprise engages with customers by enabling faster access to network, product, and solution information during customer interactions.
Eric S. Santiago, Head of Network Strategy and Architecture at PLDT and Smart; Gilbert O. Gaw, First Vice President and Head of the Information Technology and Transformation Office; Blums S. Pineda, PLDT SVP and Head of Enterprise Business Group; and Amit Khandelwal, Regional Vice President and Managing Director, Southeast Asia, UiPath
“Before KAI, our teams had to dig for answers in the middle of a customer conversation. Now the information comes to them. That improves how fast we respond, how well we design solutions, how much our customers trust us,” said Eric Santiago, Head of Network Strategy and Architecture at PLDT and Smart.
Built on the UiPath platform, KAI reflects PLDT and Smart’s shift toward “tech-enabled selling” that is boosted by data-driven insights and powered by an Agentic AI assistant that, instead of being a substitute to human engagement, enhances it by simplifying processes, reducing response times and improving the quality of customer conversations overall.
For enterprise customers, this translates into more efficient engagements — from quicker validation of network availability to clearer discussions on solution options tailored to specific business needs.
“PLDT’s KAI sets a new benchmark for telco innovation in Southeast Asia,” said Amit Khandelwal, Regional Vice President and Managing Director, Southeast Asia, UiPath. “At UiPath, we see the real power of AI in how it augments people to deliver better outcomes. 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.”
Behind KAI: PLDT and Smart engineers and executives with UiPath representatives. L-R: Nicole John Mortel, Sr. Network Engineer; Christine Emmanuelle Perez, Sr Network Engineer; Katherine Patungan-Gutierrez, Head, Network Solutions; Eric Santiago, FVP and Head of Network Strategy and Architecture; Amit Khandelwal, Regional Vice President and Managing Director, Southeast Asia, UiPath; Blums Pineda, SVP and Head of Enterprise Business Group; Gilbert Gaw, FVP and Head of the Information Technology and Transformation Office; Monica Ulila, TM, IT; Marcus Aliwalas, Technical Account Manager, UiPath; Ram Paliza, Engineer
As KAI continues to evolve, PLDT eyes a more seamless experience for teams and customers alike, with essential information such as network capacity features with real-time insights being more accessible to accelerate decision-making.
Delivering better outcomes for customers
“Soon, we can even automate the creation of solutions specific to customer needs,” Santiago added. “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.”
The launch of KAI is part of PLDT’s continuing investments in innovations to enhance its network. These initiatives are aligned with the Group’s broader thrust to deliver leveled-up services to customers nationwide and reinforces PLDT’s role as the go-to partner for Philippine enterprises navigating an increasingly digital and connected economy.
This also contributes to the PLDT Group’s endeavors to help the country achieve the United Nations Sustainable Development Goals (UNSDGs), particularly SDG 9 – Industry, Innovation, and Infrastructure.
