A Chatbot Application and Complaints Management System for the Bangko Sentral ng Pilipinas (BSP)

A pioneer in the regulatory and supervisory technology (RegTech for Regulators—RegTech2 and SupTech respectively) space, the BSP recognized early that the same technologies that are powering fintech also contain the key to augmenting its consumer complaints management system (CMS). The application of Artificial Intelligence (AI) and Big Data to this use-case has the potential to relieve many of the pain points in complaints aggregation, processing, and analysis. By automating many manual processes and optimizing data management, a SupTech solution can unlock significant efficiency gains from the current CMS, reveal previously hidden patterns of consumer and firm behavior to aid ecosystem monitoring, and provide prudential supervisors with a provide a powerful complementary early warning indicator of financial stress. Furthermore, improvements in user experience can encourage more customers to voice their grievances, thereby reinforcing the tool's relevance and effectiveness.

In this context, the BSP approached R2A in early 2018 to develop a prototype chatbot and processing utility solution to handle customer complaints. This case study showcases that solution and demonstrates how it generates significant efficiency gains and analytical insights for BSP.