Meet ‘BOB’, BSP’s chatbot to help consumers in complaints vs banks, financial firms

The Bangko Sentral ng Pilipinas (BSP) is now pilot testing an automated “chatbot” that will assist consumers in their complaints against banks and other financial institutions under the supervision of the central bank.

Named BSP Online Buddy or “BOB,” the chatbot will be fully deployed after the pilot test.

In a statement, the BSP said the chatbot can efficiently handle queries from consumers sent through the webchat on the BSP website, SMS or social media platforms like Facebook messenger.

BOB can also respond to queries and complaints in English, Tagalog or “Taglish”, the central bank said.

Previously, consumers with queries or complaints had to correspond with the central bank via email, postal mail, telephone calls or even physical visits to the regulator’s offices.

The chatbot will make it easier for consumers to raise their issues with the BSP in real time, while heeding health protocols, from their homes.

“Financial consumers are encouraged to use and take advantage of the technology to have accessible, continuous, timely and efficient platform for escalating complaints against BSP-supervised financial institutions,” the BSP said.

According to the central bank, BOB may be accessed through BSP Webchat (https://www.bsp.gov.ph/), text messaging (21582277 for Globe subscribers only.

It will be made available for other network subscribers soon), and the central bank’s official Facebook page (https://www.facebook.com/BangkoSentralngPilipinas/).

Standard text messaging service and internet data charges apply for communications made via SMS, the BSP added.

TSB