BSP launches chatbot for customer concerns

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THE Bangko Sentral ng Pilipinas (BSP) has launched a chatbot as part of its Consumer Assistance Management System to help the public with concerns regarding BSP-supervised financial institutions (BSFIs).

The chatbot named BOB, short for BSP Online Buddy, will streamline the processing of complaints about financial institutions, Memorandum No. M-2020-059 signed by BSP Deputy Governor Chuchi G. Fonacier said.

“BOB will automatically refer the complaint to the concerned BSP-supervised institutions with a case specific reference number that is generated and assigned for each complainant,” the memorandum said.

The chatbot will allow consumers to raise their concerns against financial institutions under the BSP’s watch through chat, Facebook messenger as well as text messaging. Users may communicate in English, Tagalog, and Taglish.

BOB is equipped to automatically generate statistical reports on data on consumer feedback.

BSFIs are expected to respond to consumer concerns within set timelines as indicated in the referral email made by the chatbot’s system. 

This week will be the pilot test phase for the service for BSFIs. It is set to be launched next week.

“All correspondences received from BSFIs will automatically be processed through BOB’s document tracking system which will in turn record and keep an inventory of said correspondences,” the memo said.