{"id":148058,"date":"2023-04-05T16:23:41","date_gmt":"2023-04-05T10:53:41","guid":{"rendered":"https:\/\/view.yellow.ai\/case-study\/unionbank-achieves-3x-increase-in-self-serve-users-with-ai-automation\/"},"modified":"2024-11-07T09:37:17","modified_gmt":"2024-11-07T04:07:17","slug":"unionbank-achieves-3x-increase-in-self-serve-users-with-ai-automation","status":"publish","type":"case-study","link":"https:\/\/view.yellow.ai\/uk\/case-study\/unionbank-achieves-3x-increase-in-self-serve-users-with-ai-automation\/","title":{"rendered":"UnionBank achieves 3X increase in self-serve users with AI automation"},"content":{"rendered":"\n
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<\/a>All Success Stories<\/a><\/p>\n\n\n\n

UnionBank achieves 3X increase in self-serve users with AI automation<\/h1>\n\n\n\n
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\"\"<\/figure>\n\n\n\n
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Founded<\/p>\n\n\n\n

1968<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Website<\/p>\n\n\n\n

unionbankph.com<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Channels<\/p>\n\n\n\n

Website, Facebook Messenger<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Use Cases<\/p>\n\n\n\n

Credit card application, loan application, branch locator<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
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Challenge<\/a><\/p>\n<\/div>\n\n\n\n

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Solution<\/a><\/p>\n<\/div>\n\n\n\n

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Impact<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Challenge<\/h2>\n\n\n\n
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Eliminate long wait times on calls and resolve customer banking queries instantly.<\/h3>\n<\/div>\n\n\n\n
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With a vision of \u2018Leading the Future of Banking\u2019, UnionBank aimed to utilise technology to provide an omnichannel 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<\/a> on two channels (Website and Facebook Messenger). Thus, enabling customer self-serve options to instantly resolve customer queries with conversational AI<\/a>.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solution: Dynamic AI agent – Rafa<\/h2>\n\n\n\n
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1<\/p>\n\n\n\n

On-demand personalized banking services<\/strong><\/p>\n\n\n\n

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 service catalogue, card application, balance enquiry, account management, online bank-assisted check disbursement facility, banking rewards, ATM\/Branch Locator, FAQs and more.<\/p>\n<\/div>\n\n\n\n

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2<\/p>\n\n\n\n

Enhanced self-serve adoption<\/strong><\/p>\n\n\n\n

With conversational AI-powered automation enabled by Yellow.ai, UnionBank has seen a 3X increase in the monthly chatbot adoption
rate by customers. The \u2018Submit a Concern’ button also enables instant customer feedback for quick resolution and easy accessibility. Automation has improved work efficiency for customer support teams, enabling them to focus on complex issues while significantly reducing operational costs.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Impact<\/h2>\n\n\n\n
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HIGH CUSTOMER SATISFACTION<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n X<\/span>\r\n <\/div>\r\n

<\/div>\r\n

increase in chatbot usage from 28K to 120K active users per month<\/p>\n<\/div>\r\n <\/div>\r\n

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REDUCED COSTS<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

YoY reduction in chatbot operating costs<\/p>\n<\/div>\r\n <\/div>\r\n

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BOT ACCURACY<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

bot accuracy for effective resolutions<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n<\/div><\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n

\u201cThe ease of using Yellow.ai\u2019s low-code platform enabled Union Bank of Philippines to quickly scale customer self-serve options, allowing efficient query resolution for clients. Yellow.ai 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 Yellow.ai\u2019s 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%.\u201d<\/p>\n\n\n\n

Joanna J Perez<\/p>\n\n\n\n

AVP \u2013 Self Service Channels and Bots Head, UnionBank of Philippines<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n","protected":false},"author":3,"featured_media":0,"template":"","categories":[],"case_study_category":[],"coauthors":[213],"class_list":["post-148058","case-study","type-case-study","status-publish","hentry"],"acf":[],"yoast_head":"\nUnionBank achieves 3X increase in self-serve users with AI automation - Yellow.ai<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"uk_UA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"UnionBank achieves 3X increase in self-serve users with AI automation - Yellow.ai\" \/>\n<meta property=\"og:description\" content=\"All Success Stories UnionBank achieves 3X increase in self-serve users with AI automation Founded 1968 Website unionbankph.com Channels Website, Facebook Messenger Use Cases Credit card application, loan application, branch locator Challenge Solution Impact Challenge Eliminate long wait times on calls and resolve customer banking queries instantly. 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