DITO’s AI chatbot ‘KAi’ wins regional award, resolves up to 98% of customer queries

• Atty. Adel Tamano during the 13th Asia-Pacific Stevie Awards held in Macao. DITO Telecommunity’s in-house AI platform, KAi, was recognized as one of the region’s standout innovations, setting a new benchmark in customer service by resolving up to 98% of inquiries instantly. The award underscores DITO’s commitment to using world-class technology to enhance the digital experience for millions of Filipino subscribers.

An artificial intelligence system developed by DITO Telecommunity is drawing regional attention after it was recognized at the Asia-Pacific Stevie Awards for its role in transforming customer service through automation.

The company said its AI-powered chatbot, KAi, can resolve up to 98 percent of customer inquiries instantly without human intervention, handling interactions across its app, eShop, and social media platforms.

KAi was cited as one of the standout innovations among more than 1,000 entries in the 13th edition of the awards, highlighting the growing use of AI in customer experience across the Asia-Pacific region.

Built in-house, the system is designed to manage routine customer concerns, allowing human agents to focus on more complex issues. DITO said this has led to reduced frontline support costs while improving the quality of customer interactions, as agents are able to handle more high-value concerns.

For users, the platform enables round-the-clock support, faster response times, and the ability to complete transactions within chat channels. The company added that the system continues to evolve by learning from user interactions and improving its responses over time.

“KAi represents how we are reimagining what service can be for Filipinos,” said DITO Chief Commercial Offcer Adel Tamano, noting that the goal is to use technology not only for efficiency but also to improve everyday customer experience.

The recognition adds to a series of awards received by the company in recent months. At the Asian Telecom Awards 2026, KAi was named AI Initiative of the Year – Philippines, while DITO’s “Secured Tayo” program received Cybersecurity Initiative of the Year – Philippines.

DITO has also cited performance gains in network quality, including recognitions from Ookla and Opensignal based on user experience metrics.

The company said these developments reflect a broader push to integrate AI, network performance, and cybersecurity into a more unified digital service offering, as competition in the local telecom sector continues to evolve.

KAi, meanwhile, is positioned as a long-term system rather than a static chatbot, with ongoing updates aimed at improving personalization and expanding capabilities as demand for digital customer service grows.