According to DITO Telecommunity, its in-house artificial intelligence (AI) chatbot, KAi, now resolves up to 98% of customer inquiries instantly without human intervention, a performance that helped it win at the 13th Asia-Pacific Stevie Awards.
KAi was recognized among more than 1,000 entries across the region, highlighting its role in improving customer service speed, scale, and accuracy across the telco’s app, eShop, and social channels.
“KAi represents how we are reimagining what service can be for Filipinos,” said Adel Tamano, chief commercial officer of DITO, who accepted the award in Macao. “When technology works seamlessly in the background, it unlocks more time, more opportunity, and a better everyday experience.”
The AI system was built internally and is designed to automate routine concerns so human agents can focus on more complex customer needs. DITO said this has reduced frontline support costs while improving the quality of interactions handled by its service teams.
Customers benefit from 24/7 support, faster issue resolution, and the ability to complete transactions directly within chat, the company said.
KAi is also designed to continuously learn from user interactions, improving personalization and expanding its capabilities over time as demand grows.
The Stevie recognition adds to a series of recent awards for DITO. At the Asian Telecom Awards 2026, KAi was named AI Initiative of the Year – Philippines, while the company’s Secured Tayo program won Cybersecurity Initiative of the Year – Philippines.
On the network side, DITO was cited at the 2026 Mobile World Congress as the #1 Rated Mobile Network in the Philippines by Ookla for the second half of 2025, and also received a Fastest Network citation from Opensignal.
DITO said these recognitions are indications of its efforts to combine network performance with AI-driven services and cybersecurity capabilities, as it positions itself as a competitive telecommunications provider focused on improving digital access and customer experience in the Philippines.
