Bank Complaints? Tell That to BOB

The Bangko Sentral ng Pilipinas (BSP) recently introduced BOB—BSP Online Buddy—a chatbot that can assist consumers who seek help in relation to their complaints against financial institutions supervised by the BSP.

“Aside from enhancing BSP’s quality of service, BOB empowers financial consumers by giving them a more accessible channel for raising complaints. This is in line with BSP’s commitment to pursue innovations in financial services for the benefit the Filipinos,” BSP Governor Benjamin E. Diokno said.

BSP Online Buddy

Image: Facebook/Bangko Sentral ng Pilipinas

With the chatbot, the BSP now has an automated capability to handle complaints against financial institutions under its supervision. Managed by the Center for Learning and Inclusion Advocacy of the BSP, it can efficiently handle consumers’ queries sent through the webchat facility of the BSP website, through SMS, or lodged through the BSP’s social media accounts.

Before, consumers have to send their complaints or queries through email, postal mail, telephone calls, or through a physical visit to the BSP office. Through BOB, consumers are now able to raise issues with BSP in real-time while inside the safety of their homes.

BSP Online Buddy

Image: Facebook/Bangko Sentral ng Pilipinas

BOB can respond to queries and complaints written in English, Tagalog, or even Taglish, using artificial intelligence and natural language processing.

Nevertheless, BOB will also enable BSP to gain valuable insights into customer experiences and banking experiences. Furthermore, the chatbot also has the ability to provide adequate responses and to automatically refer concerns to the concerned financial institution for action, strengthening BSP’s Consumer Assistance Mechanism.

Sending queries made easy

With the current state of public health and safety, the BSP encourages financial consumers to use and take advantage of technology to escalate their complaints against erring financial institutions.

BSP Online Buddy

Image: Facebook/Bangko Sentral ng Pilipinas

Aside from BOB, the BSP has other accessible, continuous, timely, and efficient channels that financial consumers can send their queries or complaints.

Note, however, that standard text messaging and internet data charges apply when using these platforms.

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