Bangko Sentral eyes artificial intelligence to handle consumer complaints


Posted at Jul 27 2017 09:14 PM

MANILA - The Bangko Sentral ng Pilipinas (BSP) said Thursday that it is looking to use artificial intelligence "chatbots" to collate consumer complaints filed before them.

"We are getting all kinds of unstructured data by way of complaints. It is very hard to evaluate unstructured data so here we are using chatbots or artificial intelligence," said BSP Governor Nestor Espenilla. 
He said the system would also help the BSP spot potential problems and develop solutions.
"What we hope to do is from the mass of data, there has to be a way of evaluating unstructured data to give us indications of problems that are arising," he said. 

The BSP hopes to complete pilot testing the chatbots within the year.