EastWest Bank announced the latest updates on its groundbreaking artificial intelligence chatbot, ESTA (EastWest System Tech Assistant), now accessible on Facebook Messenger.

For the last few years, this innovative tool has been transforming the digital banking experience for EastWest credit cardholders and employees, marking a significant milestone in the bank’s dedication to technological advancement and customer service excellence.

Tailored to meet the contemporary banking requirements of its clientele, ESTA utilizes the extensive popularity of Facebook Messenger to offer a convenient avenue for credit cardholders to easily engage in a range of credit card transactions. Whether it’s transferring balances, converting to installments, or accessing Insta-Cash, ESTA ensures a smooth and safe banking journey directly accessible to its users. Moreover, it reliably generates Php1B in monthly installment bookings.

Just recently, ChatGPT was incorporated in EastWest’s Customer Service functionality, resulting in a 75% reduction in Customer Service warm body interactions. In the near future, retrieving account information and performing transactions can be done not only by screen or button presses but via textual commands. Imagine having a digital assistant that can carry out commands like – “Compute my average spend on XYZ ecommerce for the last 6 months” or “Send Php10,000 to my husband’s EastWest bank account.”

This AI-powered convenience is a testament to EastWest’s dedication to providing quick and easy solutions to meet the busy lifestyles of its customers.

ESTA Leveling Up

Expanding on the ESTA experience, EastWest is excited to introduce an enhanced version of ESTA for its staff. This updated release seamlessly integrates with ChatGPT on Microsoft Teams, enabling employees to efficiently access various knowledge bases such as the internet, internal manuals, store policies, MORB + Select BSP Circulars, the Corporate Credit Policy, and credit card product features. This internal tool aims to expedite information retrieval, analysis, and synthesis for both textual and numerical tasks, promoting a more intelligent, empowered, and productive work environment. It functions akin to a virtual assistant capable of performing financial ratio analysis and creating advertising content for marketing campaigns.

ESTA represents a first-in-market innovation, offering unparalleled accessibility and convenience in digital banking. It exemplifies EastWest’s commitment to leveraging technology to enhance the banking experience for both customers and employees,” said Efren dela Cruz, Jr., Head of Consumer Service Delivery at EastWest.

“Through constant improvements, upgrades and updates, EastWest aims to further ESTA’s contribution to the bank’s extensive digital capabilities, showcasing the bank’s ongoing thrust for innovation and customer service excellence,” dela Cruz added.

Power to the Customers

EastWest reiterated its commitment to customers, highlighted by ESTA’s consumer-friendly features for an even more convenient banking experience, including the following:

  • Account Security: Real-time lock and unlock capabilities for primary and supplementary accounts. Real time notifications for and confirmation of suspicious transactions.
  • Promo Searches: Enhanced search functionality for promos by category or keyword, making it easier to find the best deals.
  • Real time display of transactions
  • Updating of addresses, mobile and email address
  • Other EastWest Credit Card Services: One stop shop for accepting information and documents for applications for credit limit increases, supplementary cards, disputes, balance transfers, annual fee waivers, insta-cash, and convert to installment

“ESTA represents more than just an advancement in digital banking technology; it embodies EastWest’s vision for a future where banking is not only accessible but also seamlessly integrated into our customers’ daily lives. Our commitment to innovation is driven by our dedication to providing exceptional service and convenience. With ESTA, we’re not just keeping pace with the digital age—we’re defining it,” concluded Efren dela Cruz, Jr.

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