Case Study: UnionBank achieves 3X increase in self-serve users with Yellow.ai AI automation
Key results
The challenge
Union Bank of the Philippines, founded in 1968, wanted to eliminate long wait times for customers reaching support over calls. In pursuit of an omni-channel banking experience, it looked to enable instant, self-serve query resolution across digital channels.
The solution
Yellow.ai deployed a dynamic AI agent, 'Rafa', on the bank's website and Facebook Messenger. The agent handles self-serve journeys including card applications, balance enquiries, account management, rewards and branch/ATM location, escalating complex issues to human teams.
“UnionBank has seen a marked increase in chat AI agent adoption rates post deploying Yellow.ai's conversation AI solutions from 28k users per month to 120k users per month. Costs for operating and catering to clients using the AI agent have gone down by 51%.”
JPJoanna J PerezAVP – Self Service Channels and Bots Head, UnionBank of the Philippines
The results, in context
UnionBank reported a 3X increase in monthly AI agent usage, rising from 28,000 to 120,000 active users per month, and now resolves 70-80% of customer queries instantly. The bank also documented a 51% year-over-year reduction in AI agent operating costs.