Case Study: UnionBank achieves 3X growth in self-serve users with Yellow.ai

UnionBank achieves 3X increase in self-serve users with AI automation

UnionBank, a Philippine bank founded in 1968, wanted to improve its omnichannel banking experience and reduce long wait times for customers reaching support by phone. To do this, it worked with Yellow.ai to deploy an AI chatbot across its website and Facebook Messenger to help customers self-serve common banking tasks.

Yellow.ai’s conversational AI solution, including its low-code platform and dynamic AI agent “Rafa,” enabled instant handling of 70–80% of queries and supported services like card and loan applications, balance inquiries, branch/ATM location, and FAQs. The results included a 3X increase in chatbot adoption, active users growing from 28K to 120K per month, and a 51% reduction in AI agent operating costs.

UnionBank

Joanna J Perez

AVP – Self Service Channels and Bots Head