Gupshup has announced its partnership with Tonik Bank, the first digital-only neobank in the Philippines, to develop a Generative AI chatbot for Tonik’s mobile app. The solution aims to provide Tonik’s customers with instant and accurate answers to frequently asked questions, improving the way they interact with their bank.

The Generative AI chatbot, powered by Gupshup’s natural language processing (NLP) and machine learning (ML) technologies, is designed to understand and respond to customer queries with human-like precision and empathy. By leveraging the latest advancements in AI, the chatbot can engage in contextual conversations, providing personalised and relevant information to each customer.

Tonik is the first digital bank in the Philippines to leverage Generative AI for customer service

By integrating the chatbot into their mobile app, Tonik Bank aims to provide their customers with instant access to information, reducing wait times and improving overall satisfaction.

Sateesh Reddy, Deputy Chief Technology Officer of Tonik Bank, said: “The integration of Gupshup’s ACE LLM into our operations has been truly transformative. We’ve witnessed significant value in its ability to automate routine tasks, elevate customer service, and boost our overall efficiency. This technology has the potential to revolutionise our operations, and we are excited to further explore its capabilities and implement it across our business.”

Since the implementation of Gupshup’s technology, nine out of ten customer queries are now directed through Tonik’s in-app chat feature, where the AI autonomously resolves 75% of the queries without human intervention. This has not only amplified the efficiency of Tonik’s in-house customer care team by 4.3 times but also empowered them to dedicate more time to resolving intricate issues, ensuring that customers receive the personalised support they need.

The Generative AI chatbot solution is expected to generate significant cost savings for Tonik, with an estimated total of over $20m over the next three years.

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