RCBC deploys chatbot to enhance banking services

Universal bank Rizal Commercian Banking Corp. (RCBC) understands the need to provide customers information when they need it – and with great customer experience at the heart of its strategy, it has always pursued technologies that would make financial services useful and easily accessible to the customers. 

Filipinos have access to many online and digital facilities and gadgets that serve various purposes. And with that in mind, RCBC has continuously strived to meet the needs of its customers – utilizing relevant technology in providing customers with an innovative customer service that keeps pace with and always attuned to their ever-changing needs.

In January 2017, RCBC unveiled “Ask RC”, the country’s first-ever bank-run chatbot in the Philippines that directly converses with and replies to both account holders and non-account holders on topics ranging from branch and ATM locations, loan facilities, latest promos, to today’s forex and NAVPU rates.

“Customer experience is engraved in the heart of RCBC’s core strategy as an institution. The creation of Ask RC reflects RCBC’s goal in providing its client with a customer experience that will make their lives easier,” said Gil Buenaventura, President and CEO.

There’s no need to log-in to the official RCBC Facebook Page. Customers need to simply look for @AskRC on their FB messenger and start the conversation in order to make inquiries on the bank’s basic information.

Soon, RC will be ready to handle other bank services, such as balance inquiries, bill payments and other more complicated bank transactions.

The fact that Ask RC is messenger-based makes the system even more user-friendly and accessible considering that there are an estimated 60 million Filipinos on Facebook.

“We hope that the introduction of Ask RC will grant Filipinos a more convenient way of interacting with RCBC. Ask RC will allow users to inquire about bank information in real time, any time of the day or night, wherever they are,” said Margarita Lopez, First Senior Vice President, Group Head for Digital Banking and Operations.

Ask RC is an innovative technology that empowers customers to get information on-demand when they need it – wherever, whenever, even when it’s beyond banking hours.

It’s time to bid farewell to hours of waiting we experience when we send inquiries to the usual customer service hotline. Ask RC can also provide additional information that can empower customers who are on the lookout for more financial opportunities that very instant.

A client keen on finding out about investment options can message Ask RC about details on the latest NAVPU rates of trust funds. If a family is expecting remittances from abroad, then they may ask about today’s foreign exchange rates which will empower them to make informed decisions to better manage their finances and grow their wealth.

For young couples and established families making a life-changing decision such as a brand new home or a brand new car, they can also ask RC about the latest easy loan facilities from the bank. Ask RC can even give them payments tips through the bank’s loan calculator.