Case Study: RCBC Credit achieves major cost savings and faster customer service with Kore.ai

RCBC Credit deflects 600,000 conversations annually with Kore.ai

Rizal Commercial Banking Corporation (RCBC) Credit, a leading financial institution in the Philippines, faced a significant challenge in managing skyrocketing customer support requests for its over 1.2 million credit cardholders while maintaining a high standard of service. To address this, they partnered with Kore.ai to pursue a scalable, AI-driven approach to customer service.

Kore.ai developed Erica, an AI-powered virtual assistant, to handle customer inquiries across multiple digital channels. The solution deflected 600,000 conversations from human agents annually, leading to PHP 22 million in cost savings and an 80% increase in AI agent adoption. This allowed RCBC's human agents to focus on more complex needs while improving overall customer satisfaction.

Rizal Commercial Banking Corporation (rcbc) Credit