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UnionBank achieves 3X increase in self-serve users with AI automation




Website, Facebook Messenger

Use Cases

Credit card application, loan application, branch locator


Eliminate long wait times over calls and resolve customer banking queries instantly.

With a vision of ‘Leading the Future of Banking’, UnionBank wanted to leverage technology to provide an omni-channel banking experience for its customers. They were looking to elevate customer experiences by eliminating long wait times to reach customer support over calls by deploying an AI chatbot on two channels (Website and Facebook Messenger). Thus, enabling customer self-serve options to instantly resolve customer queries with conversational AI.

Solution: Dynamic AI agent – Rafa


On-demand personalized banking services

UnionBank customers now receive instant resolutions to 70-80% of their queries in their preferred language on the website and Facebook Messenger. Self-serve options are enabled for key banking services including product and services catalog, card application, balance enquiry, account management, online bank-assisted check disbursement facility, banking rewards, ATM/Branch Locator, FAQs and more.


Enhanced self-serve adoption

With conversational AI-powered automation enabled by, UnionBank has seen a 3X increase in the monthly chatbot adoption
rate by customers. ‘Submit a Concern’ button further allows instant customer feedback for quick resolution and easy accessibility. Automation has increased work efficiency for customer support teams, allowing them to concentrate on complex issues while significantly reducing operational costs.





increase in chatbot usage from 28K to 120K active users per month




YoY reduction in chatbot operating costs




bot accuracy for effective resolutions

“The ease of using’s low-code platform enabled Union Bank of Philippines to quickly scale customer self-serve options, allowing efficient query resolution for ensured that the migration from the old vendor was seamless and recommended fixes that delighted customers and increased the usage of our chatbot. UnionBank has seen a marked increase in chatbot adoption rates post deploying’s conversation AI solutions from 28k users per month to 120k users per month. Costs for operating and catering to clients using the chatbot have gone down by 51%.”

Joanna J Perez

AVP – Self Service Channels and Bots Head, UnionBank of Philippines

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