30% growth in digital finance support with no extra staff cost
62% inquiries automated
62% inquiries automated
<1% of chats generate a ticket
<1% of chats generate a ticket
8K chats handled monthly+30%YoY
8K chats handled monthly+30%YoY
Universal Storefront Services Corporation (USSC) is a trusted provider of remittances, digital banking, and bill payment services in the Philippines, with more than six decades of operation. As digital adoption grew across its network, customer enquiry volumes across its channels rose faster than its support team could absorb.
USSC partnered with Proto to deploy a multilingual AI agent named UNA – handling enquiries in English, Tagalog, and Taglish – and scaling support capacity by 30% without adding headcount.
Remittance tracking and transactional enquiries
USSC’s customers regularly need to track transfers, confirm bill payments, and troubleshoot app issues – often during peak hours. UNA handles these automatically across Messenger and webchat, 24/7:
- Remittance status updates and transfer tracking
- Bill payment confirmation and account balance enquiries
- Digital wallet and app troubleshooting
- Product information across USSC’s financial services portfolio
Top enquiry categories by volume are product and transactional queries, which together represent the bulk of UNA’s approximately 8,000 monthly conversations.
Multilingual support across English, Tagalog, and Taglish
USSC’s customers interact in English, Tagalog, and Taglish – the everyday mix of both languages. UNA is trained on USSC’s service context and language patterns, accurately interpreting queries in any combination without requiring customers to simplify or reformat their question.
Automated complaint handling and escalation
UNA guides customers through structured complaint workflows – capturing the details of a report and routing it directly to the appropriate agent queue. Tickets arrive pre-filled, so agents pick up the case without repeating triage.
96% of all enquiries are classified as financial disputes – lost cards, fraud reports, and failed transactions. Less than 1% of conversations generate a formal ticket, with volume growing 41% year-on-year. Of all interactions UNA handles, 62% are resolved without agent involvement. Cases that require human judgement reach agents faster and with more context.
Internal AI agent for 1,700 employees
Building on UNA’s success in customer-facing support, USSC has deployed a second AI agent for internal use across its 1,700 employees. The assistant serves six functional groups – HR, IT service desk, compliance, branch operations, BOS, and management. With over 850 branches contributing to the rollout, the deployment extends the same automation model that UNA delivers externally to USSC’s internal operations at scale.
62% inquiries automated
62% inquiries automated
<1% of chats generate a ticket
<1% of chats generate a ticket
8K chats handled monthly+30%YoY
8K chats handled monthly+30%YoY
110K interactions handled monthly +95%YoY
110K interactions handled monthly +95%YoY
41% YoY ticket volume growth
41% YoY ticket volume growth
About Proto
Proto deploys inclusive AI infrastructure in emerging markets. The company is trusted by governments and enterprises to automate workflows for anti-scam centres, patient experience, and other mission-critical usecases. Proto’s clients include central banks, remittance services, and hospitals protected with the company’s SOC2, ISO27001, GDPR, and HIPAA compliance. Proto’s text and voice AI datasets power high performance for local languages beyond the limits of large language models. Headquartered in Canada, Proto operates from regional offices in the Philippines and Rwanda.