Automate multilingual CX in 5 steps ⟶
Automate multilingual CX in 5 steps
Proto’s AI Customer Experience (AICX) solution for financial consumer engagement has been deployed by GoodTech across underserved communities in the Philippines.
GoodTech, a Philippines financial services technology provider that includes historically-underserved consumers, has launched its GoodPay digital banking solution. This digital bank platform is uniquely and exclusively offered to consumers via chat messaging with Proto’s AICX platform to power conversations in Cebuano, Tagalog, and the mixed-language of Taglish (an English-Tagalog hybrid).
Using the “Gab” chatbot via Facebook Messenger and SMS, underbanked Filipinos are able to perform most everyday, money-handling functions that would previously need to be done face-to-face, which is harder than ever post-pandemic. This includes functions such as account setup, KYC, and transactions.
Most recently in the Philippines, Proto's CX automation solution was deployed by the Central Bank of the Philippines (BSP) across 776 regulated financial institutions. The BSP deployment includes a Facebook Messenger, website, and SMS chatbot that handled a 4x consumer complaints surge during the pandemic and supported a legislative push for stronger consumer protection laws.
GoodTech CEO Sylvester Wong said: “Our mission to empower hardworking families starts by bringing everyday usefulness to people across the country, in cities and in the provinces. Breadwinners are earning and collecting payments more than ever through social media, and across far-flung distances. Financial inclusion starts by adapting to how people really transact with each other, in conversations and by texting – not by forcing adaptation to unfamiliar digital tools.”
Proto CEO Curtis Matlock said: “With this deployment, GoodTech has distinguished itself within the Philippines and Southeast Asian fintech industry by offering a truly localised engagement option for bottom-of-the-pyramid consumers. This is especially important considering the high rate of unbanked Filipinos – 71.4% as of 2019 – and the fact that the majority of new consumers in emerging markets are skipping the web platform experience in favour of easily accessible chat banking.”
Over the coming weeks, the Gab chatbot will be continuously upgraded with additional money handling functions and increasing intent classification accuracy across its historically-underserved languages.
GoodTech is an emerging fintech powerhouse focused on financial inclusion for millions of underserved families. Deploying its tech stack on payments, eKYC, and chat-based financial platform, GoodTech is building an inclusive financial ecosystem for its partners and their end-customers. The GoodTech team builds on decades of collective experience in mobile technology, microfinance, community empowerment, and banking implementation to change the financial lives of customers and empower their livelihood.
Proto is the leader for multilingual contact centre automation in emerging markets. Proto’s AI Customer Experience (AICX) platform is powered by proprietary natural language processing (NLP) for under-resourced and rare languages. The Proto team has successfully developed novel deep-learning techniques and regulatory partnerships to maximise consumer experience, protection, and lifetime value across 20+ emerging markets.