A Chatbot Application and Complaints Management System for the Bangko Sentral ng Pilipinas (BSP). R2A Project Retrospective and Lessons Learned

A Chatbot Application and Complaints Management System for the Bangko Sentral ng Pilipinas (BSP). R2A Project Retrospective and Lessons Learned

Case study

A Chatbot Application and Complaints Management System for the Bangko Sentral ng Pilipinas (BSP). R2A Project Retrospective and Lessons Learned

By Digital Transformation Solutions, RegTech for Regulators Accelerator

The consumer complaints system at the Bangko Sentral ng Pilipinas (the Philippines Central Bank, hereafter BSP) was limited by outdated communication channels, an incomplete database of customer complaints, reliance on manual processing, few analytics tools, low visibility outside of the Metro Manila area, and little consideration for the customer experience.

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