Case Study: The Central Bank of the Philippines automates 89% of financial consumer protection with Proto

Financial consumer protection automation in the Philippines

The Central Bank of the Philippines (Bangko Sentral ng Pilipinas) faced the challenge of scaling its consumer protection efforts to handle the overwhelming volume and complexity of complaints arising from the nation's rapidly expanding digital financial services. Their manual, fragmented complaint channels were too slow and inconsistent to effectively address modern consumer harm, such as scams and unauthorized transactions. The bank partnered with vendor Proto to implement a solution.

Proto deployed BOB, the BSP Online Buddy, a multilingual AI agent and SupTech platform that automates complaint intake and provides guidance. The solution automated 89% of all inquiries, handling 14.4 million interactions annually and increasing throughput by 240% year-over-year without increasing staff. This resulted in $2.33 million in recovered citizen funds and provided the central bank with structured, supervisory-grade data to analyze trends, detect emerging scams, and gain insights into issues affecting vulnerable groups.

The Central Bank of the Philippines