EastWest Bank rolled out significant updates to its (artificial intelligence) AI chatbot, ESTA (EastWest System Tech Assistant), available on Facebook Messenger. This innovation has been reshaping the digital banking landscape for EastWest credit cardholders and employees, underscoring the bank’s dedication to technological progress and customer service excellence.
ESTA streamlines various credit card services, from balance transfers to accessing Insta-Cash, providing users with a seamless and secure banking experience.
“ESTA represents a first-in-market innovation, offering unparalleled accessibility and convenience in digital banking,” said Efren dela Cruz Jr., head of Consumer Service Delivery at EastWest. “It exemplifies EastWest’s commitment to leveraging technology to enhance the banking experience for both customers and employees.”
ALSO READ:
Customers can now use EastWest Visa Cards’ tap-to-pay feature
EastWest shares ways to shop safely and avoid online scams
In a recent development, ChatGPT integration in EastWest’s Customer Service function led to a 75% reduction in human interactions, paving the way for textual command-based transactions and account inquiries.
The upgraded version of ESTA for employees integrates with ChatGPT on Microsoft Teams, facilitating efficient access to knowledge bases and internal resources. This tool enhances information retrieval, analysis, and synthesis, fostering a smarter and more productive workplace.
ESTA also has consumer-friendly features, including real-time account security controls, enhanced promo searches, and streamlined credit card services.
Customer benefits
EastWest reiterated its commitment to customers, highlighted by ESTA’s consumer-friendly features for an even more convenient banking experience, including the following:
- Account Security: Enjoy real-time lock and unlock capabilities for both primary and supplementary accounts, along with instant notifications and confirmation for any suspicious transactions.
- Promo Searches: Easily discover the best deals with our enhanced search feature, allowing you to find promotions by category or keyword effortlessly.
- Real-time Transaction Display: Keep track of your transactions as they happen with our real-time display feature, providing you with up-to-date information on your account activity.
- Update Your Information: Keep your contact details current by conveniently updating your addresses, mobile number, and email address whenever necessary.
- Other EastWest Credit Card Services: Access a comprehensive range of services, including credit limit increases, supplementary card applications, dispute resolution, balance transfers, annual fee waivers, insta-cash requests, and installment conversions, all in one convenient location.
“ESTA epitomizes EastWest’s vision for future banking—seamlessly integrated into customers’ lives with exceptional service and convenience,” said Dela Cruz.