In a move to elevate customer experience, Chinabank has officially launched CBC AI (CAI), an AI-powered banking assistant designed to improve how Filipinos interact with the bank. With this rollout, Chinabank continues to strengthen its digital capabilities in the Philippines by expanding the use of conversational AI to support customer service.
As an AI-driven assistant, CAI goes beyond traditional chatbots that rely on pre-programmed responses. It is designed to understand customer inquiries, provide relevant information, and guide users through common banking needs in a more intuitive and conversational way.
Customers today often experience delays when seeking assistance, whether through call centers, branches, or navigating multiple pages online. CAI helps simplify these everyday interactions by providing instant answers to common CBC-related questions, step-by-step guidance on CBC banking processes, and direct access to relevant information in one place. Rather than simply responding with static information, CAI is designed to guide customers toward completing their intended tasks more efficiently.
“By introducing CAI, we are not just following a trend; we are actively reducing digital friction for our customers and making banking interactions simpler and more accessible,” Chinabank Chief Innovation & Transformation Officer Delfin Jay Sabido IX said. "CAI is the next step in our digital transformation journey, and a meaningful extension of how we serve customers every day.”
The launch of CAI supports Chinabank's broader "Focused on You" digital strategy, which aims to combine technology with practical, customer-centric solutions. This is underpinned by the bank’s continued commitment to security, compliance, and the responsible use of technology. CAI is designed as a digital assistant for both existing clients and potential customers, providing instant, 24/7 access to the bank's information and services.
Customers can get product recommendations based on their preferences, submit inquiries and product interest, and check the status of credit card applications through a guided and conversational experience, making it easier to complete common banking needs without navigating multiple pages or channels.
CAI is powered by technology developed in partnership with Kasisto, a provider of AI solutions for financial services. The collaboration brings together Chinabank’s deep understanding of customer needs with Kasisto’s experience in delivering AI platforms for banks globally.
CAI is now live on the Chinabank official website and Facebook Messenger.