A DITO-built artificial intelligence system is transforming customer service in the Philippines, with its AI-powered chatbot KAi now resolving the vast majority of customer inquiries and earning regional recognition for innovation.
DITO Telecommunity’s AI platform KAi has been recognized at the 13th Asia-Pacific Stevie Awards, standing out among more than 1,000 entries from across the region. The recognition highlights how the company’s in-house artificial intelligence system is reshaping telecom customer experience through automation, efficiency, and scale.
KAi is designed to deliver what most AI systems promise but rarely achieve at scale: speed, precision, and consistent performance across multiple channels.
KAi Achieves Up to 98% Automated Resolution Rate Across Platforms
KAi, DITO’s AI-powered chatbot, resolves up to 98% of customer inquiries instantly without human intervention. It consistently performs across the DITO app, eShop, and social media channels, allowing users to receive support anytime without delays.
This level of automation positions KAi as more than a traditional chatbot. It functions as a full-scale digital support system capable of handling high volumes of customer concerns while maintaining accuracy and responsiveness.
Built entirely in-house, KAi reflects DITO Telecommunity’s strategy to turn advanced technology into practical value for subscribers. By automating routine inquiries, the system significantly reduces the workload of human agents.
As a result, frontline support costs have decreased, while customer interactions handled by human agents have become more meaningful and complex. Instead of repetitive concerns, agents now focus on high-value cases that require human judgment and deeper engagement.
Improved Customer Experience Through AI-Driven Support
For customers, KAi delivers 24/7 availability, faster resolutions, and seamless in-chat transactions. This creates a smoother support experience that removes traditional waiting times and improves service accessibility.
For the company, the benefits extend to scalability and operational efficiency. With AI managing the majority of incoming inquiries, DITO is able to support a growing customer base without compromising service quality.
KAi is also positioned as a continuously evolving digital companion. It is deeply integrated into DITO’s ecosystem, highly adaptive, and designed to improve over time based on user interactions and behavior patterns.
“KAi represents how we are reimagining what service can be for Filipinos,” said Adel Tamano, who accepted the award in Macao. “When technology works seamlessly in the background, it unlocks more time, more opportunity, and a better everyday experience. That is the kind of innovation we are building not just for efficiency, but to truly serve and empower our customers.”
This approach aligns with DITO’s broader mission to deliver world-class technology to Filipino households, bridge the digital divide, and enable more inclusive access to digital opportunities.
A Growing Portfolio of Awards and Industry Recognition
The Asia-Pacific Stevie Award is part of a broader series of recognitions validating DITO’s technology strategy and performance.
At the Asian Telecom Awards 2026, KAi was named AI Initiative of the Year Philippines. In the same event, DITO’s Secured Tayo program won Cybersecurity Initiative of the Year Philippines, reinforcing the company’s dual focus on customer experience and digital security.
These achievements add to DITO’s growing international recognition. At the 2026 Mobile World Congress, the company was acknowledged for its network performance based on independent user experience data. It was named the number one rated mobile network in the Philippines by Ookla for the second half of 2025 and also earned recognition as the fastest network by Opensignal.
Together, these milestones highlight DITO’s evolution from a new market entrant to a competitive telecom operator with strong performance in both infrastructure and digital innovation.
AI, Connectivity, and the Future of Telecom in the Philippines
Taken together, these recognitions signal a broader shift in the industry. DITO is positioning itself not only as a connectivity provider but as a technology-driven operator focused on intelligent and secure digital experiences.
The development of KAi reflects a larger transformation in how telecom companies use artificial intelligence. Instead of being a simple support tool, AI is becoming central to customer engagement, service delivery, and operational efficiency.
Every milestone achieved by DITO raises expectations for what comes next. Each innovation builds on the last, reinforcing a commitment to continuous improvement and better user experiences.
KAi itself is designed to evolve over time, learning from every interaction and improving personalization for users. This ensures that the system becomes more responsive and more relevant as customer needs change.
For DITO, the direction is clear. Artificial intelligence is not just about automation. It is about building better, faster, and more inclusive digital services for every Filipino.
