The Bangko Sentral ng Pilipinas (BSP) is launching BOB, short for BSP Online Buddy, and BSP’s Consumer Assistance Management System (CAMS) Chatbot.

 In Memorandum No. M-2020-059, BSP Deputy Governor Chuchi G. Fonacier said the pilot test phase will begin this week and the official launch is “one week after end of pilot test phase.”

 Fonacier said complaints are received by BOB through webchat in BSP’s Website, SMS or text message and social media.

 “Upon BOB’s full implementation, all correspondences will automatically be processed through the system’s document tracking system which will record and keep an inventory of said correspondences without delay and effectively avoid any loss of data,” she said in the memo. “BOB has the capacity to automatically generate statistical reports relative to these data.”

Fonacier said banks are “enjoined to observe (the BSP) guidelines for handling of complaints referred by BSP through BOB”.

Based on the referral process, BOB will gather complaints through a conversational process and if the system “detects that the concern involves a complaint that needs to be escalated to the senior officers of a specific BSFI (BSP supervised financial institution), it initiates the automated referral process where the details of the concern is forwarded to the BSFI involved for appropriate action.”

BOB will also automatically refer the complaint to the concerned BSFI with a case specific reference number that is generated and assigned for each complainant; BSFIs do not need to acknowledge receipt of the referral; and similar to existing protocols under the CAM, upon receipt of a referral, BSFIs are expected to directly respond to the complainant via email.

Fonacier said the same reference number generated by BOB will be available to the consumer for subsequent communication, such as follow-ups.

“For complaints referred by BOB during the pilot test period, the timelines set for responding to complainants will be temporarily suspended to allow BSFIs to adjust its internal procedures and/or systems. The suspension will last for one month from the start of the pilot test phase, without

prejudice to any extension that the BSP may later announce, if necessary,” said Fonacier.

Fonacier said the adoption of the CAMS Chatbot will allow financial consumers to escalate concerns against any banks through webchat, Facebook messenger, and SMS.

“The CAMS Chatbot provides the BSP the capability to immediately and directly respond to financial consumers through the same medium that was used in escalating their concerns, and automatically refer complaints to the BSFI concerned for immediate action,” she said in the memo.