COMPETITION LAUNCH | APPLY BY MARCH 22
Chatbot and Processing Utility for Customer Complaints Prototype | Philippines
We are delighted to announce our latest competition! R2A will award US$100,000 to a technology innovator to work with the Central Bank of the Philippines to develop a prototype chatbot and processing utility solution for customer complaints.
The competition is open to organizations worldwide, including non-profit organizations and for-profit companies.
DEADLINE: March 22nd, 2018 (23:59 Manila Time)
Financial consumer protection is a high priority in the Philippines. The Bangko Sentral ng Pilipinas (BSP) has established a Financial Consumer Protection Department (FCPD) that aims to protect financial consumers’ interests, empower financial consumers, and facilitate the development and enforcement of a client-focused financial sector.
In the context of the R2A initiative, the BSP has requested the development of a prototype chatbot and processing utility solution (i.e., a dashboard with administrative and reporting capabilities, integration with existing complaints process, etc.) for customer complaints. The chatbot solution will enable:
Financial consumers to file complaints through their mobile handsets via either an app or SMS, thereby creating new channels for them to correspond with the BSP; and
The BSP to: (a) address queries and complaints through the chatbot; (b) manage the structure and flow of automated conversations based on expertise and historical data; and (c) use data and insights gathered through the chatbot for oversight and policy development purposes.
Reduce employee workload and response time by delegating mundane and routine tasks (e.g. directing non-BSP complaints to the right institution) to chatbots, saving human labor for more complex or nuanced tasks.
By improving data quality and access and developing new tools for data visualization and analysis, the prototype will support the BSP’s efforts to provide all Philippine financial consumers with effective access to a complaint system.
The project will deliver a prototype rather than a complete, production-ready product. The prototype will be tested with BSP.