#BOB BSP Online Buddy

Launched in July 2020, the BSP Online Buddy (BOB) is Bangko Sentral ng Pilipinas' Consumer Protection bot, ready to help with people's financial consumer concerns and questions. BOB is the BSP's chatbot that automates the handling of consumer complaints. However, BSP also mentioned that BOB would also be made available for other network subscribers in the future. Here is a list of commonly asked topics: - Credit Cards - Bank Deposits - Maintenance Fees - Dormancy Fees - Online Banking - Consumer Concerns - General Inquiry Update after a year of launch In July 2021, BSP has seen an increasing number of financial consumers coursing their concerns and queries through BOB July 2021. According to BSP, complaints and queries processed through BOB represented 58% of total cases during the second quarter of 2021, almost four times higher than the 15% BOB usage rate during the third quarter of 2020. According to BSP, the positive reception of BOB may be attributed to its availability on digital and mobile platforms. In addition, the BSP noted that due to automation, BOB is able to process and refer complaints to concerned BSFI on a real-time basis, thus, shortening the turnaround time for resolving complaints. Meanwhile, the BSP also mentioned that more enhancements are in the pipeline as they endeavor to continuously improve customer experience when using BOB. Read more in our articles including "What is the BSP Online Buddy (BOB) and how to use it" and "Kickstart invests in online learning platform Kalibrr".