Fintech provider boosts financial inclusion with AI-enhanced service
GoodPay’s chatbot Gab is built with the Proto AICX platform for local languages, in order to support the Philippines’ financial inclusion strategy of bringing 70% of the nation into banking and digitizing 50% of payments. The chatbot has handled 49,850 messages since its deployment.
GoodPay is an emerging fintech powerhouse focused on financial inclusion for millions of underserved families. Deploying its tech stack on payments, eKYC, and chat-based digital banking, GoodPay is building an inclusive financial ecosystem for its partners and their end customers.
The GoodPay team builds on decades of collective experience in mobile technology, microfinance, community empowerment, and banking implementation to change the financial lives of customers and empower their livelihood. Looking to the future, they sought a digital solution to help make banking more accessible for local customers.
Challenge: Inclusive digital banking
Challenge
The Philippines is one of the fastest-growing countries in Southeast Asia with a population of 106 million, 50 million internet users, and 32 million smartphone owners. Yet, despite rapid growth in digital adoption, only 20 million have access to formal financial services. There remains a lack of access to affordable and convenient payment options that include historically-underserved consumers who are often left out of the digital economy.
GoodPay wants to address this problem and support the Philippines’ financial inclusion strategy of bringing 70% of the nation into banking and digitizing 50% of payments.
GoodPay knew they needed to provide a digital payment solution to consumers without a bank account or credit card in a way that is inclusive, affordable, and convenient. But there was also a challenge:
How does a digital bank like GoodPay provide 24/7 customer and merchant support for local languages and messaging channels without the massive development cost?
Process: AI-enabled, multilingual chat
Process
To address this gap, GoodPay chose Proto to deploy Gab, its AI-enabled chatbot for the Tagalog, Cebuano, and Ilonggo languages.
The Proto AICX platform for chatbots, live chat, and ticketing was integrated into GoodPay’s digital backbone for processing merchant registrations and consumer requests, including loan applications, account opening, and bill payment.
Gab was initially deployed via Facebook Messenger for GoodPay and its partner banks, such as the Rural Bank of Silay. Facebook is the overwhelmingly preferred messaging channel for financial services in the Philippines with 94% of internet users accessing it monthly, making it the easiest channel for merchants to engage consumers.
To date, the chatbot has handled 49,850 chats with an average response time of 0.66s.
Solution: Scalable support for local customers
Solution
With this automation-first approach, Proto has helped GoodPay save on the cost of customer support, chat banking, and merchant registrations – and allowed staff to focus on other important aspects of development such as product features, marketing, and partner engagement. As a result, GoodPay is able to scale up without compromising on quality.
About Proto
Proto is the leading generative AICX platform for local languages. Its inclusive chatbots excel at usecases for customer experience, consumer protection, employee experience, and indoor navigation. Powering the Proto AICX Platform is the proprietary ProtoAI™ engine for exceptional text and voice accuracy in underserved languages and large language models, such as ChatGPT. Proto's enterprise-level capabilities include data privacy options such as hybrid and on-premise hosting, customised CX analytics, and a 24/7 prompt engineering service.