Connect with us

Hi, what are you looking for?

HEADLINES

EastWest Bank announces updates on AI chatbot, ESTA

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

EastWest Bank, one of the fastest-growing banks in the country today and a pioneer in Philippine digital banking solutions, announced the latest updates on its groundbreaking artificial intelligence chatbot, ESTA (EastWest System Tech Assistant), available on Facebook Messenger.

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

Designed to cater to the modern-day banking needs of its users, ESTA leverages the widespread use of Facebook Messenger to provide a platform where credit cardholders can effortlessly perform a variety of credit card services. From balance transfers and installment conversions to accessing Insta-Cash, ESTA offers a seamless and secure banking experience right at the fingertips of its users. In addition, it consistently generates Php1B in installment bookings monthly. 

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.”

Advertisement. Scroll to continue reading.

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

Further extending the ESTA experience, EastWest is proud to announce an upgraded version of ESTA for its employees. This new iteration integrates flawlessly with ChatGPT on Microsoft Teams, allowing staff to access knowledge bases that include the internet at large, internal manuals, store policies, MORB + Select BSP Circulars, the Corporate Credit Policy, and credit card product features more efficiently. This internal tool is designed to accelerate information retrieval, analysis and synthesis based textual and numerical work output, fostering a smarter, empowered and more productive workplace environment. It is similar to having a virtual assistant capable of conducting financial ratio analysis or crafting advertising copy for an ad campaign.

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.

Advertisement. Scroll to continue reading.

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.

Advertisement
Advertisement
Advertisement

Like Us On Facebook

You May Also Like

HEADLINES

To meet surging AI demands, 43% of new data center facilities are expected to be dedicated to AI workloads. With AI model training and...

HEADLINES

Qwen2.5-Omni-7B delivers uncompromised performance and powerful multimodal capabilities. This unique combination makes it the perfect foundation for developing agile, cost-effective AI agents that deliver...

HEADLINES

As technology becomes increasingly integral to everyday life, digitally savvy kids can enhance their tech skills to further enrich their knowledge and creativity. This...

HEADLINES

Maya’s fraud detection approach, Transaction Sequence Embeddings, analyzes and uncovers subtle patterns between transactions —flagging those that resemble fraudulent behavior or deviate from a...

SOFTWARE

With these enhancements, Copilot is now more accessible than ever across Windows 11, macOS, mobile apps, and Telegram. Plus, with improved local interoperability, Copilot...

HEADLINES

Within just one month, Lenovo has opened four new Exclusive Stores, strengthening its nationwide presence and making its innovative AI-powered devices more accessible to...

White Papers

Coursera data shows that while the country has the highest share of women in GenAI enrollments in the region and ranks among the top...

HEADLINES

According to Ren-Ren Reyes, president and CEO of G-Xchange, Inc., “This MOA with NPC underscores our commitment to upholding the highest standards of data...

Advertisement