EastWest Bank, a leading bank experiencing rapid growth nationwide and a trailblazer in Philippine digital banking solutions, is excited to unveil the latest advancements in its pioneering artificial intelligence chatbot, ESTA (EastWest System Tech Assistant), now accessible through Facebook Messenger.
Over the past years, this innovative tool has been reshaping the digital banking landscape for both EastWest credit cardholders and employees, representing a significant stride in the bank’s commitment to technological progress and superior customer service. Tailored to meet the contemporary banking needs of its users, ESTA harnesses the widespread adoption of Facebook Messenger, offering a platform where credit cardholders can seamlessly conduct various credit card services. From balance transfers and installment conversions to accessing Insta-Cash, ESTA delivers a smooth and secure banking experience right at users’ fingertips, consistently generating Php1B in installment bookings monthly.
Recently, ChatGPT has been integrated into EastWest’s Customer Service framework, leading to a remarkable 75% reduction in warm body interactions. Looking ahead, retrieving account information and executing transactions can soon be achieved not only through screen or button inputs but also via textual commands. Envision having a digital assistant capable of executing commands like “Calculate my average spending on XYZ ecommerce over the last 6 months” or “Transfer Php10,000 to my husband’s EastWest bank account.”
This AI-powered convenience underscores EastWest’s commitment to delivering prompt and effortless solutions tailored to the fast-paced lifestyles of its customers.
ESTA Leveling Up
EastWest proudly unveils an enhanced version of ESTA tailored for its employees, expanding the ESTA experience even further. This upgraded iteration seamlessly integrates with ChatGPT on Microsoft Teams, granting staff access to comprehensive knowledge bases encompassing the internet, internal manuals, store policies, MORB + Select BSP Circulars, the Corporate Credit Policy, and credit card product features. This internal tool is crafted to streamline information retrieval, facilitate analysis and synthesis, and enhance textual and numerical work output, fostering a smarter, empowered, and more efficient workplace environment. It’s akin to having a virtual assistant capable of conducting financial ratio analysis or crafting advertising copy for an ad campaign.
“ESTA embodies a groundbreaking innovation, offering unparalleled accessibility and convenience in digital banking. It epitomizes EastWest’s dedication to harnessing technology to elevate the banking experience for both customers and employees,” remarked Efren dela Cruz, Jr., Head of Consumer Service Delivery at EastWest.
“Through continuous improvements, upgrades, and updates, EastWest is committed to enhancing ESTA’s contribution to the bank’s robust digital capabilities, underscoring the bank’s ongoing pursuit of innovation and excellence in customer service,” dela Cruz added.
Power to the Customers
EastWest reaffirmed its dedication to customers, emphasizing ESTA’s user-friendly features to enhance the banking experience, featuring 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 a leap forward in digital banking technology; it embodies EastWest’s vision for a future where banking seamlessly integrates into our customers’ daily lives, making it not only accessible but also effortless. Our dedication to innovation is fueled by our commitment to delivering exceptional service and convenience. With ESTA, we’re not just keeping pace with the digital age—we’re shaping it,” concluded Efren dela Cruz, Jr.
Experience the future of digital banking today with ESTA. Engage with ESTA on Facebook Messenger at www.ewlend.com/esta or apply for your EastWest credit card via the ESTA chatbot at www.ewlend.com/creditCard.
