R²A Case Study: Chatbot Prototype

August 7, 2018 - 1 min read

The consumer complaints system at the Bangko Sentral ng Pilipinas (the Philippines Central Bank, hereafter BSP) was limited by outdated communication channels, an incomplete database of customer complaints, reliance on manual processing, few analytics tools, low visibility outside of the Metro Manila area, and little consideration for the customer experience. This was leaving BSP staff overburdened. BSP requested a solution from R2A to protect financial consumers’ interests, empower financial consumers, and facilitate the development and enforcement of a client-focused financial sector.

Working with R2A and Sinitic, the BSP rolled out a chatbot solution that allows Filipinos to file complaints through their mobile handsets via an app or via SMS, as well as a processing utility to generates insights from all complaints that BSP receives. This enables BSP to:

By improving data quality and access and developing new tools for data visualization and analysis, the prototype will support BSP’s efforts to provide all Philippine financial consumers with effective access to a complaint system.



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