BSP Pilot Tests New Chatbot for Consumer Complaints

Source: Regulation Asia Editors, Regulation Asia 2020-08-03

The chatbot can handle queries and complaints from consumers sent through chat via the BSP website, SMS, or Facebook messenger.

The BSP (Bangko Sentral ng Pilipinas) is pilot testing a chatbot that will assist consumers in complaints against financial institutions.

To date, consumers with queries or complaints had to correspond with the BSP via email, postal mail, telephone calls or physical visits.

The chatbot – known as BSP Online Buddy or “BOB” – can efficiently handle queries from consumers sent through chat via the BSP website, SMS, or Facebook messenger, the central bank says.

BOB can also respond to queries and complaints in English, Tagalog or ‘Taglish’.

The chatbot will be fully deployed after the pilot testing is complete.

BSP

Chatbot

BSP Pilot Tests New Chatbot for Consumer Complaints

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