As AI adoption rises, Skyro focuses on human connection

Insider Spotlight

• Skyro developed an AI chatbot that responds to customer concerns within one minute, 24/7
•  The fintech company says the system helped cut support costs per customer by 66 percent
• A two-person team built the chatbot, which now handles most customer interactions
  
  

Skyro says the future of customer service lies not in replacing people with automation, but in combining artificial intelligence with human support to deliver faster, more reliable customer experiences. 

The strategy comes as businesses face rising customer expectations for instant, personalized assistance while managing growing service volumes.

The SEC-registered fintech has rolled out Sky, an AI chatbot designed to serve as the first line of customer support, handling inquiries around the clock and responding within one minute. 

The company said the initiative supports its goal of scaling customer care while maintaining service quality and consistency as its customer base expands.

Why it matters

Many chatbot experiences remain overly scripted and impersonal, creating friction for users seeking quick resolutions. 

Skyro said it designed Sky to communicate naturally in English, Taglish, and Tagalog, reflecting how many Filipinos prefer to interact with customer service channels.

“AI is not a solution, it’s an instrument. The chatbot experience will always reflect the quality of customer care behind it. For us, every interaction should feel friendly, clear, and seamless,” Skyro head of customer care Jorge Brisuela said in a press statement.

By the numbers

Skyro said customer satisfaction remains at around 95 percent, while 16 percent of negative app store reviews improved after customer outreach efforts. The company handles more than 200,000 in-app chats monthly and projects customer growth of around 250 percent this year.

The chatbot has helped reduce support costs per customer by 66 percent. Within eight months of deployment, automation levels reached 55 percent and later increased to 67 percent, while service reliability remained above 99 percent. Morning chat backlogs also fell from 800 to 150.

What’s next

Skyro said human agents remain central to its service model, particularly for complex or sensitive cases. Customers can transfer to live agents without restarting conversations, with chat histories preserved throughout the process.

"One of the most important outcomes has been creating interactions where Filipino users feel more ‘seen’ and understood. Our priority is simple: we want to consistently give customers a premium level of care, whether they’re speaking with Sky or a human agent,” Brisuela said. —Vanessa Hidalgo| Ed: Corrie S. Narisma