Gotianun-led commercial bank reinforces chatbot with ChatGPT

EastWest Bank, a leading financial institution in the Philippines known for its innovative digital banking solutions, is excited to unveil the latest advancements in its artificial intelligence chatbot, ESTA (EastWest System Tech Assistant), now accessible on Facebook Messenger.

For years, ESTA has been reshaping the digital banking landscape for EastWest credit cardholders and employees, underscoring the bank’s dedication to technological progress and superior customer service.

ESTA is tailored to meet the contemporary banking requirements of its users, leveraging the popularity of Facebook Messenger to offer a seamless platform for credit cardholders to conduct various credit card services effortlessly.

From balance transfers to installment conversions and accessing Insta-Cash, ESTA ensures a secure and user-friendly banking experience at users’ fingertips. Notably, it consistently facilitates Php1 billion in monthly installment bookings.

Recently, EastWest integrated ChatGPT into its Customer Service operations, resulting in a remarkable 75% decrease in warm body interactions. This integration paves the way for future interactions where account information retrieval and transactions can be executed through textual commands, enhancing user convenience significantly.

EastWest proudly introduces an enhanced version of ESTA for its employees, seamlessly integrating with ChatGPT on Microsoft Teams.

This upgrade enables staff to access a wealth of knowledge sources efficiently, including internet resources, internal manuals, policies, and more. This internal tool streamlines information retrieval and analysis, fostering a smarter and more productive work environment akin to having a virtual assistant for complex tasks.

Efren dela Cruz, Jr., Head of Consumer Service Delivery at EastWest, emphasized, “ESTA is a groundbreaking innovation that offers unparalleled accessibility and convenience in digital banking, showcasing EastWest’s commitment to leveraging technology for enhanced customer and employee experiences.”

EastWest reaffirms its dedication to customers through ESTA’s consumer-friendly features, including real-time account security controls, enhanced promo searches, transaction visibility, and streamlined credit card services.

These features aim to provide customers with a seamless and integrated banking experience, reflecting EastWest’s vision for the future of banking.

Experience the future of digital banking today with ESTA. Engage with ESTA on Facebook Messenger at http://www.ewlend.com/esta or apply for an EastWest credit card through the ESTA chatbot at http://www.ewlend.com/creditCard.