Customer service usually comes with a bit of waiting in the queue, chat delays, or getting passed from one agent to another. That’s the usual setup. But DITO seems to be quietly rewriting that experience with something more immediate. Their in-house AI system, KAi, is now doing most of the heavy lifting.
At the 13th Asia-Pacific Stevie Awards, KAi stood out among more than 1,000 entries across the region. It’s not just another chatbot getting recognition, it’s a system already handling real conversations at scale, every day.
What makes it interesting is how far it goes beyond basic automation. KAi is currently resolving up to 98% of customer inquiries on its own. No handoff, no waiting just instant responses whether you’re inside the DITO app, browsing the eShop, or sending a message on social media.
In actual use, this shows up in small but noticeable ways. Simple concerns like checking balance, managing promos, or tracking orders don’t feel like “requests” anymore—they’re just quick actions. You open the chat, type what you need, and it’s done. No friction.
Because of that, human agents are no longer buried under routine questions. Instead, they’re focused on more complex concerns—the kind that actually need a human touch. And based on how DITO frames it, those conversations are now longer, more detailed, and more meaningful.
There’s also a clear operational shift happening behind the scenes. Support costs are going down, but the quality of interactions is going up. That’s not something you usually hear in the same sentence.
For users, the benefits are straightforward: support is always available, responses come faster, and even transactions can be completed inside the chat itself. No jumping between menus or apps. For DITO, it opens the door to scaling without stretching support resources too thin.
“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.”
That direction ties into a bigger goal for the company: to deliver world-class technology to the doorstep of every Filipino household—empowering and connecting communities to the digital world, bridging the digital divide, and unlocking opportunities toward a more inclusive future.
The Stevie Award adds to a growing list of recognitions. Earlier, at the Asian Telecom Awards 2026, KAi was named AI Initiative of the Year – Philippines. During the same event, DITO’s Secured Tayo program also picked up Cybersecurity Initiative of the Year – Philippines, pointing to a wider push that goes beyond just customer experience.
Then there’s the network side of things. At the 2026 Mobile World Congress, DITO was recognized as the #1 Rated Mobile Network in the Philippines by Ookla for 2H25, alongside a Fastest Network recognition from Opensignal—both based on actual user data.
Put everything together, and there’s a noticeable shift in how DITO positions itself. It’s not just about being a newer telco anymore. There’s a stronger focus now on building a full ecosystem—network performance, security, and increasingly, intelligence through AI.
And it’s not static. The system is designed to keep learning from every interaction, gradually improving how it responds, how it understands context, and how it personalizes each conversation.
For now, what stands out is how natural the experience already feels. You don’t think about whether you’re talking to AI or not—you just get what you need and move on.
That’s probably the bigger takeaway here. When the technology works quietly in the background, it stops feeling like a feature and starts becoming part of everyday use.
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