DITO Telecommunity recognised for AI and cybersecurity initiatives at Asian Telecom Awards 2026
The company received recognition for initiatives that strengthened customer support automation and subscriber protection.
DITO Telecommunity received accolades in the AI Initiative of the Year - Philippines and the Cybersecurity Initiative of the Year - Philippines categories at the Asian Telecom Awards 2026. The recognition covered two separate initiatives that delivered measurable results in customer service operations and subscriber protection, reflecting focused execution across digital support and cybersecurity education.
AI chatbot scaled automated customer support
The first initiative centred on KAi, an in-house developed AI chatbot launched in July 2025 and deployed across the DITO App, eShop, and Facebook Messenger. The system was designed to handle routine customer enquiries through automated responses, reducing reliance on agent-led support. Performance data showed that KAi independently resolved between 97% and 98% of total enquiries across platforms, allowing customers to complete transactions and service requests without waiting for human assistance.
Following deployment, operational metrics showed steady improvement in accuracy and efficiency. Recognised customer intents increased from 737,054 in August to 799,519 by October, whilst unrecognised queries declined sharply over the same period. Agent-assisted interactions dropped as routine enquiries were absorbed by the chatbot, allowing customer service teams to focus on more complex cases. Engagement metrics also showed longer average session durations, indicating that customers were completing enquiries and transactions within the automated environment rather than exiting mid-process.
Cybersecurity campaign reduced fraud and scam incidents
The second initiative recognised was Secured Tayo DITO, a cybersecurity awareness programme launched in 2022 and maintained as an ongoing campaign.
The initiative focused on fraud prevention, secure SIM usage, phishing awareness, and responsible digital behaviour through regular advisories delivered via in-app notifications, official channels, and social media platforms. Content was updated continuously to reflect emerging scam patterns and subscriber concerns.
Campaign performance data demonstrated sustained impact over time. Social listening results showed that positive and neutral sentiment related to the initiative rose steadily, reaching 86% by 2024. During the same period, phishing and scam reports declined by 20%, indicating improved awareness and reporting behaviour amongst subscribers. By the final quarter of 2024, fraud-related incidents amongst subscribers had dropped to zero, with this outcome maintained into 2025. Subscriber feedback reflected familiarity with official reporting channels and increased caution toward fake links, illegal SIM sellers, and fraudulent promotions.
The Asian Telecom Awards is a premier awards programme that recognises telecom companies across the Asia Pacific for their contributions to industry advancement, technological innovation, and digital infrastructure development.
The Asian Telecom Awards is presented by Asian Telecom Magazine. To view the full list of winners, click here. If you want to join the 2027 awards programme and be acclaimed for delivering cutting-edge, award-winning telco products and services to customers, please contact Julie Anne Nunez - Difuntorum at +(65) 3158 1386 ext. 242. You may also reach out via [email protected].
