BPI chief customer and marketing officer Cathy Santamaria said the enhanced BEA Chat is part of the bank’s broader digitalization strategy, underscoring its commitment to both technology and customer care.
“BEA Chat is more than just a chatbot. It represents our commitment to digitalization and customer obsession. It’s designed to make banking support faster, easier, and more human, even in a digital environment,” Santamaria said.
Why it matters
The upgrade strengthens BPI’s position in digital banking by offering a conversational AI platform that goes beyond FAQs. BEA Chat can now handle real-time service request tracking, guide users through self-service transactions, and escalate complex queries to live agents.
The platform is accessible via BPI’s website and official Facebook page, enabling clients to get accurate, personalized responses in as fast as three seconds.
Key features
24/7 availability: Always-on banking support for verified BPI users and even guest users.
Real-time request tracking: Customers can monitor the status of service requests without calling or visiting a branch.
Broader functions: Inquiries, product applications, promo registrations, and escalation to live agents.
OFW-friendly:
Overseas Filipino Workers (OFWs) can use BEA Chat without a local SIM card or costly international calls—ideal for checking on investments, foreign exchange transactions, or remittances.
The bigger picture
BPI has consistently invested in AI-driven tools to improve client experiences while maintaining a human touch. The bank views BEA Chat not only as a customer service innovation but also as a tool to reach Filipinos wherever they are in the world.
The chatbot has also drawn regional and global recognition, including:
Winner, Outstanding Chatbot Customer Experience at the 2025 Digital CX Awards
Bronze, Excellence in Marketing Innovation at the 2025 Marketing Excellence Awards Philippines
Accolades for AI innovation at the 2024 APAC Marketing Technology Awards
What’s next
BPI’s digital roadmap suggests that AI-powered solutions will remain central to its growth, particularly in improving engagement and trust with customers who expect faster, seamless, and more secure banking experiences. —Ed: Corrie S. Narisma
To experience BEA Chat, clients may visit www.bpi.com.ph, and click “Let’s Chat” or send a message to BPI’s official Facebook page. With BEA Chat, help is always just a few clicks away.
